Site Support Analyst

Overview

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally thru technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

We are looking for a Site Support Analyst to assist employees, new hires and contractors with technical issues related to their PCs, mobile devices, and peripherals. The role holder will support hardware and software issues as well as upgrades related to desktop technology and will help develop, implement and enforce policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

• Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.
• Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
• Train and guide staff on hardware and software usage
• Ensure patch compliance for PCs
• Support training and meeting room hardware as well as supporting users in scheduling and executing meetings and conference calls
• Process help desk tickets for employees and contractors
• Support end users both physically in the office as well as working remotely
• Configure and build hardware; install and configure software based on user service requests
• Document resolution to desktop issues, propose solutions to root cause problems
• Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
• Interact with 3rd party vendors to drive and resolve specific technical problems
• Respond to incidents by phone, chat or email in a timely manner
• Take ownership of role related tasks
• Manage new hire setups, including coordination and configuration of equipment
• Assist with new hire orientations and onboard new users from a technology perspective
• Demonstrate a high level of professionalism, interpersonal skills, and team-oriented attitude
• Demonstrate active listening skills with ability to act with sensitivity and empathize with end user’s situation
• Document resolutions to desktop issues and propose solutions to root cause problems
• Identify opportunities to improve, automate, or simplify processes or systems
• Serve as a key contact and representative of IT for projects and initiatives such as Office Moves and Real Estate Initiatives;
  Hardware Refreshes;
  Major Software Roll Outs;
  Desktop Migrations;
  Security Implementations and Compliance issues;
  Standardization of End User Services to align the EUS catalogue of services globally.
• Train and guide staff on hardware and software usage
• Interact with 3rd party vendors to drive and resolve specific technical problems
• Identify opportunities to improve, automate, or simplify processes or systems

• Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users
• Can work independently or with a team
• Microsoft Certified Desktop Support Technician certification a plus
• Well versed in desktop tools including O365
• Knowledge of Mac OS/Apple iOS
• Experience setting up printers, monitors and IT cabling
• Some experience with Active Directory beneficial
• Ability to document processes and procedures
• Superior customer service and interpersonal skills
• Ability to effectively communicate about technology
• Excellent oral and written communication skills

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations…