IT Help Desk Consultant

2 weeks ago

Redhill, United Kingdom Travelers Insurance Co. Ltd. Full time

**Who Are We?**

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discovera culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

At Travelers, we have big ambitions for our future.

**You will**:

- Provide IT Support and employ advanced technical knowledge, analytical and soft skills to deliver corporate and industry best practice end user support for the enterprise Service Desk through various customer interface channels.

**Primary Job Duties & Responsibilities**
- Adheres to corporate and industry best practices to meet or exceed individual's target metrics and ensure customer experience Service Level Objectives are achieved.
- Accountable for ticket/request quality including data in critical fields, checklists, clear and accurate documentation, and escalation processes.
- Uses available resources, investigative tools, and industry standards to determine if issue requires corrective action and develops interim alternative workflows/workarounds when possible.
- Proactively seeks opportunities to improve processes and customer service and makes recommendations for improvements.
- Shares learned information by creating knowledge entries in knowledge database and participates in the review of existing knowledge articles to ensure accuracy.
- As an employee you are expected to act in an ethical manner at all times. You will ensure you understand all compliance and regulatory requirements for your role by completing all necessary training and certifications.
- As an employee we expect your actions and outcomes will at all times meet local regulatory and supervisory approaches to ensure fair treatment of our customers. You will ensure you keep adequate records of all transactions undertaken with customers, brokersand all other parties.
- Perform other duties as assigned.

**Minimum Qualifications**
- Prior experience with customer facing, end user Technology support required.

**Education, Work Experience, & Knowledge**
- Technical Knowledge: Ability to handle multiple situations presented through multiple reporting channels.
- Business Knowledge and Partnership: Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers through a collaborative style.
- Intermediate understanding of business goals and objectives.
- Able to recognise and analyse problems and develop timely solutions with mínimal supervision.
- Team Orientation: Builds strong relationships with peers to achieve objectives.
- Builds strong relationships with Referral partners and customers and acts as customers advocate.
- Demonstrates solid ability to adjust priorities based on changing situations.
- Displays a sense of urgency.
- Preferably you will hold a technical certification such as Microsoft Office Specialist, Apple OS, MCSA, MCITP or equivalents.

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