Service Desk Technician

Overview

What part will you play? If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs.

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat and web tickets. You will provide educational support as well as break/fix resolutions, or route issues according to documented guidelines to other teams. The position requires strong technical troubleshooting, communication, and customer service skills. You must be flexible and able to work within a 24×7×365 support environment.

• Resolve issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
• Work within a 24×7×365 support environment. This vacancy is for a Monday‑Friday 8am‑4pm position.
• Receive inbound customer contacts via various channels (phone, chat, web).
• Record, maintain and update records in the Service Management ticketing system, following the knowledge database for troubleshooting and procedural guidelines.
• Route tickets for issues which cannot be resolved at the service desk to the appropriate resolving groups (First Call Resolution).

• Working knowledge of help desk software, databases and remote control.
• Enthusiastic about finding ways to make customers productive.
• Passionate about continuously learning and able to quickly adapt to win in a dynamic environment.
• Ability to manage multiple tasks and priorities on tight deadlines.
• Work independently and collaboratively to achieve success.
• Strong interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships.
• Dynamic, hard‑working and ambitious with excellent oral and written communication skills.

• Associate’s degree or 1 year of relevant experience in a technical field or customer service environment.
• Certified Help Desk Professional, MCP, MCSE, A+, or related certificate is a plus.
• ITIL Foundation V3 or V4 Certification is a plus.

1 year of Customer Service experience. Preference given to call center work.

• Demonstrated technical aptitude.
• Service Now experience or prior insurance industry experience is a plus.

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

• Competitive benefit programs that help meet diverse and changing environments.
• Full‑time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability and AD&D insurance.
• 401(k) with employer match contributions, Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic, including race, color, sex, religion, creed, national origin, ancestry, age, disability, and many others. Should you require any accommodation during the application process, please send an e‑mail to