Service Desk Representative Analyst II

Allstate Private Limited; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

The Service Desk Representative Analyst II at Allstate is part of the IT support team in Pune, responsible for handling technical issues and providing user support across the organization. The role requires understanding IT systems, problem-solving abilities, and effective communication with users and IT staff.

Responsibilities include collaborating with IT teams on improvements, mentoring junior analysts, supporting hardware and software issues, documenting resolutions, and ensuring compliance

Qualifications

• 4 year bachelor’s degree (Preferred).
• 0–2 years experience (Preferred).

Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
• Provide technical support for hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
• Analyze and resolve technical problems, including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Skills

Information Technology (IT) Systems

Education

Bachelor's degree (4-year)

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description

The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.

Key Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.
• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.
• Provide technical support for both hardware and software issues encountered by users.
• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.
• Analyze and resolve technical problems, including network, hardware, and software issues.
• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.
• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Primary Skills

Information Technology (IT) Systems

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.