Service Desk Representative Analyst II

Allstate Insurance Company; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

Allstate Insurance Company is seeking a Service Desk Representative Analyst II based in Pune. The role supports users across the organization, handling hardware and software issues while contributing to system improvements and knowledge base updates.

Candidates should have 0-2 years of experience and a 4-year bachelor's degree (preferred). Collaboration with IT teams and mentoring of junior analysts will be part of daily duties, with focus on effective user communication and issue resolution.

Qualifications

• 0-2 years experience preferred.
• 4 year Bachelor’s Degree preferred.

Responsibilities

• Collaborate with IT teams to implement system improvements and participate in 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.

Skills

IT Systems

Education

Bachelor's degree

Job description

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