Service Desk Analyst Gurgaon, Haryana, India Responsible for delivering high-quality service that improves the overall colleague experience Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved Contribute to the continual improvement of service delivery across all channels of colleague communication What you ll be DOING What will your essential responsibilities include? Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions Supply first-line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc Perform assessment, triage, research, and resolution of basic incidents and requests Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude Identify service improvement opportunities for key service management stakeholders Work with Incident and Problem management teams on individual proactive and reactive issues as necessary Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact Mentor junior analysts and assist in the training of new analysts Manage content in the Knowledge Management system You will report to the Team lead What you will BRING We re looking for someone who has these abilities and skills: Required Skills and Abilities: Outstanding customer service skills and a customer first mentality are a must Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems Subject matter ability in multiple areas of support Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies Excellent verbal and written communication skills and telephone manners Ability to build Robust relationships with key stakeholders across the organization Ability to think logically to analyze, troubleshoot and resolve complex issues Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected Robust interpersonal skills and the ability to work within a team Ability to work in a fast-paced, high-pressure work environment Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must Bachelors degree or relevant experience required ITIL Foundations Certification a plus Additional international language capability is a plus Desired Skills and Abilities: Supervisor is Regional Colleague Services Manager, with operational oversight and instruction provided by Service Desk Team Lead Ability to build effective working relationships across all areas of the business and IT Cooperation and collaboration with peers to jointly improve the way service is delivered Collaboration with Service Managers and Service Control to identify service improvement opportunities Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement Achievement of standard service levels, both individually and as part of a team Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results Respond to colleague contacts and escalations within agreed timelines Illustrate incremental increase in baseline SLA adherence and first-line resolution rate Who WE are AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks For mid-sized companies, multinationals and even some inspirational individuals we don t just provide re/insurance, we reinvent it How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty With an innovative and flexible approach to risk solutions, we partner with those who move the world forward Learn more at axaxl com What we OFFER Inclusion AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success That s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential It s about helping one another and our business to move forward and succeed Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe Robust support for Flexible Working Arrangements Enhanced family friendly leave benefits Named to the Diversity Best Practices Index Signatory to the UK Women in Finance Charter Learn more at axaxl com / about-us / inclusion-and-diversity AXA XL is an Equal Opportunity Employer Total Rewards AXA XL s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security It provides competitive compensation and personalized, inclusive benefits that evolve as you do We re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence Sustainability At AXA XL, Sustainability is integral to our business strategy In an ever-changing world, AXA XL protects what matters most for our clients and communities We know that sustainability is at the root of a more resilient future Our 2023-26 Sustainability strategy, called Roots of resilience , focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations Our Pillars: Valuing nature: How we impact nature affects how nature impacts us Resilient ecosystems - the foundation of a sustainable planet and society - are essential to our future We re committed to protecting and restoring nature - from mangrove forests to the bees in our backyard - by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans Addressing climate change: The effects of a changing climate are far reaching and significant Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption Were building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions Integrating ESG: All companies have a role to play in building a more resilient future Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business We re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL s Hearts in Action programs These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day - the Global Day of Giving For more information, please see axaxl com/sustainability
