IT Service Desk Analyst - Hybrid with AI Tools

gaig; Cincinnati (OH); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

401(k) with company match

Employee stock purchase plan

Job summary

Great American Insurance Group is seeking an IT Service Specialist to support in-house applications in a call center setting. The role blends on-site collaboration with remote work as part of a hybrid arrangement.

Responsibilities include handling ServiceNow tickets, assisting with login issues, and contributing to AI-enabled support tools. A Bachelor’s degree or equivalent IT/Business experience is required, with 1–3 years in P&C or IT fields preferred.

Qualifications

• Bachelor’s degree or equivalent experience required.
• Field of study: Information Technology, Business, or related discipline.
• 1–3 years of Property & Casualty Insurance or IT-related experience preferred.
• Excellent customer service, written and verbal communication, problem-solving, and analytical skills.

Responsibilities

• Provide support for in-house applications in a call center environment.
• Handle 60 inbound/outbound calls weekly and manage ServiceNow tickets.
• Resolve login-related issues and ensure SLA compliance.
• Create/update documentation for Knowledge Base and assist AI-enabled tools.

Skills

Customer service

Written communication

Verbal communication

Problem solving

Analytical skills

Teamwork

Education

Bachelor’s degree or equivalent experience

Information Technology / related field

Tools

ServiceNow

Microsoft 365 Copilot

Virtual agents

Job description

Great American Insurance Group is seeking an IT Service Specialist to support in-house applications in a call center setting. The role blends on-site collaboration with remote work as part of a hybrid arrangement.

Responsibilities include handling ServiceNow tickets, assisting with login issues, and contributing to AI-enabled support tools. A Bachelor’s degree or equivalent IT/Business experience is required, with 1–3 years in P&C or IT fields preferred.