IT Service Desk Analyst Level II

Overview

Hannover Life Reassurance Company of America (Hannover Re) is currently seeking talented candidates for our open IT Service Desk Analyst Level II position. This is a Full-Time role within the IT – Service Delivery department. Please see below for more information regarding the essential functions of this position, required qualifications, and how to apply.

Provides higher level IT support to remote (work-from-home), local, and remote offices workers. The Service Desk takes calls/emails, incidents directly from Hannover Re users and ensures all IT issues are resolved in a timely manner. Works directly, as part of a global service desk team, to provide technical advice and guidance to end users. Conducts appropriate user training for all corporate provided IT devices (VDI, laptops & mobile devices) and Group IT software so users have the IT resources needed to perform their work effectively.

Solves infrequently occurring problems based on existing precedents or procedures. Completes work with limited degree of supervision while supporting Group and local IT initiatives but receives direction from managers and more experienced engineers. This role will be required to report into the Orlando office at least 1-2 days per week.

• Group IT Service Support (50%) Provides next level support of Group Level IT services by responding to voice calls, e-mails, tickets, and face-to-face user inquiries. Ensures a timely processing of all incidents or problems tickets relating to Group services (e.g., MS Teams, e-mail, file services and internet related functions., etc.). Focuses more on resolving Group IT incidents. The Service Desk is responsible for supporting all IT services provided to the Hannover offices located in the AMERICA’s.
  
  Utilizing our Group Service Now ticketing system, accurately records and resolves service desk calls in a timely manner. Adheres to published Group workflows, procedures, and audit standards. Adequately documents solutions in our Service Now central knowledge base to expedite future issue resolution times. Coordinates the solution of incidents with Group level support teams at different locations. Collaborates closely with Group Service Desk and Engineering to ensure rapid resolution of issues and timely knowledge sharing.
• End-User Support (30%) Accepts, verifies, and completes activities related to user generated incidents or requests. Accurately documents all service requests from fulfillment workflows (pre-configured but also manually created). Provides user education and training as required and perform new hire onboardings to ensure new employees are comfortable with Hannover’s technology portfolio. Actively tracks and communicates with the users during the ticket resolution process.
  
  Provides hands-on troubleshooting /support of Hannover and 3rd party provided IT services or software. Creates, reviews and updates documentation related to all IMACD processes to ensure standardization and repeatability. Acts as a Service Desk escalation point for resolving Cloud and hosted server and VDI issues as required. Provides direction to Service Desk Analyst-Level I
• Remote & Local User Support (20%) Completes the day-to-day maintenance and configuration; including all IMAC related activities, of all company provided devices /equipment (e.g., workstations, laptops, printers, and mobile devices). Will image and configure computer devices as required. Be prepared to ship or retrieve company devices from remote and office-based employee’s or consultants. Assists with asset management to ensure all IT related hardware is accurately recorded, issued, and recovered.
  
  Assists in asset management process to ensure all IT related hardware is accurately recorded. Explains day-to-day IT information to users and his team as needed.

• Customer Focused
• Persuades
• Communicates Effectively
• Nimble Learning
• Collaborative

• Bachelor’s degree in Computer Science, Information Systems or equivalent theoretical knowledge and experience
• 6 or more years of IT work experience with demonstrated working knowledge…