Deskside Operations & Asset Management Specialist

Markel Corporation; Glen Allen (VA); On-site; USD 39,000 - 66,000; Full time

Benefits offered by this job

Health and dental insurance

401(k) with employer match

Employee Stock Purchase Plan

Paid time off & holidays

Parental leave

Job summary

Markel Corporation seeks a Process Analyst to identify inefficiencies, map end-to-end support processes, and lead improvements in Deskside Support operations. You will support asset management, ServiceNow workflows, and laptop refresh programs while coordinating cross-functional projects and stakeholder communications.

The role emphasizes process documentation, data quality, and automation initiatives, with travel up to 20% and a focus on delivering measurable service quality improvements within

Qualifications

• Experience in IT Operations, Deskside Support, Service Desk, Asset Management, or Process Analysis.
• Strong analytical and problem-solving skills.
• Experience with ServiceNow reporting and workflow analysis.
• Advanced Excel and reporting skills.
• Process documentation and workflow mapping experience.
• Strong communication and presentation skills.
• ITIL Foundation certification.
• Experience with Power BI.
• Experience with IT Asset Management.
• Lean Six Sigma or process improvement methodologies.
• Experience supporting enterprise end-user computing environments.
• Experience in supporting end users in a larger organization.
• Experience in supporting Microsoft Managed Desktop - Laptops.
• Experience in troubleshooting/supporting Win 10.
• Experience in Microsoft Office (2016, 2019, 2021, or O365).
• Experience with Cisco WebEx technology.
• Experience with AV conference rooms technology.
• Basic understanding of desktop virtualization technologies and tools.
• Basic understanding of TCP/IP and IP addressing.
• Basic understanding of O365/M365 endpoint management and Intune.
• Up to 20% travel required.

Responsibilities

• Identify inefficiencies, bottlenecks, and recurring issues within Deskside Support operations.
• Map, document, and maintain end-to-end support processes.
• Lead continuous improvement initiatives focused on standardization, automation, and simplification.
• Support Lean Right and Shift Left initiatives by identifying tasks suitable for redistribution or automation.
• Develop process documentation, SOPs, workflows, and knowledge articles.
• Facilitate process reviews and stakeholder workshops.
• Assist with hardware asset management process development and governance.
• Reconcile inventory discrepancies and identify process gaps.
• Support laptop refresh programs and cessation equipment recovery initiatives.
• Review ServiceNow incidents, requests, catalog items, and workflows for improvement opportunities.
• Improve data quality, categorization, assignment groups, and reporting accuracy.
• Assist with testing and implementation of workflow enhancements.
• Support automation initiatives where manual effort can be reduced.
• Coordinate Deskside operational projects including: Laptop refresh programs, Office moves, Tech Bar initiatives, Hardware standards projects, Workplace Resource deployments.
• Maintain project schedules, risks, action items, and status reporting.
• Track milestones and ensure deliverables are completed on time.
• Support development of customer satisfaction improvement plans.
• Serve as the primary coordinator for the US & Bermuda (US&B) laptop refresh program.
• Develop and maintain refresh schedules and rolling plans.
• Coordinate with leaders to schedule refresh activities with minimal disruption.
• Develop and execute communication plans for refresh initiatives.
• Track progress, risks, and dependencies; provide status reports to leadership.
• Identify locations and user groups for refresh activities and ensure inventory.
• Collaborate with Workplace Resources, Service Desk, and Deskside teams on refresh logistics.
• Analyze refresh data and forecasting trends to improve planning accuracy.
• Drive continuous improvement of refresh processes, documentation, reporting, and stakeholder communications.
• Analyze customer feedback and support trends to improve service quality.

Skills

IT Operations

Deskside Support

Service Desk

Asset Management

Process Analysis

Data analysis

Communication skills

ITIL Foundation

Power BI

Office 365

Problem solving

Laptop/Desktop support

Tools

ServiceNow

Power BI

Excel

IT Asset Management

Networking basics (TCP/IP)

Job description

Markel Corporation seeks a Process Analyst to identify inefficiencies, map end-to-end support processes, and lead improvements in Deskside Support operations. You will support asset management, ServiceNow workflows, and laptop refresh programs while coordinating cross-functional projects and stakeholder communications.

The role emphasizes process documentation, data quality, and automation initiatives, with travel up to 20% and a focus on delivering measurable service quality improvements within