Service Desk Analyst Ii

Description

Marketing Statement:

Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.

Job Summary:

Responsible for user administration of new hires, terminations and employee changes which includes network and application access is the primary responsibility of this position. Providing in-depth support and lead problem solving and implementation efforts for specific technology products or applications.

Work Hours: This position requires the individual to work in the office 2 to 3 days per week on average. Flexibility to work additional days in the office may be required based on business needs.

Essential Job Functions:

• Fulfills Level 2 end user administration service requests (e.g., end user onboarding/offboarding in Active Directory, security access provisioning for applications/role-based access)
• Responds to inquiries and requests for assistance with computer systems or PCs; resolves customer inquiries for one or more products or services
• Works with callers and other analysts to resolve normal and unusual information system problems
• Participates in UAT testing of new utilities and tools as well as existing system upgrades
• Participates in analysis of client identified issues or problems which may require changes to procedures, standards, or systems
• Maintains written documentation on each ticket; responds to clients, escalates complex problems to the next level of support as required by documented procedures

Qualifications:

• Microsoft Certified Technology Specialist (MCTS) preferred
• Associates Degree in Computer Science, IT, or related field
• 2 – 5 years’ experience in a Service Desk environment
• Experience with Active Directory, Microsoft Exchange, and Microsoft M365 required
• Working knowledge of Windows 10 and 11, current Microsoft Office version
• Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
• Strong writing and communication skills
• Strong customer service orientation toward Business (responsive, consultative, collaborative and accurate)
• Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
• Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
• Strategic thinking: Applies organizational acumen to identify and maintain focus on key success factors for the organization
• Excellent attention to detail
• Ability to adapt to frequently changing time-sensitive deadlines and priorities
• Mobile Device Management Support knowledge for both Apple and Android

Salary range $50,000 to $70,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.

EEO Statement:

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In

order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status, sexual orientation and/or any other status protected by law.