Primary Details

Time Type: Full time

Worker Type: Employee

Responsible for providing high level of customer experience and resolution from various communication channels: phone, chat, email and portal for first level IT technical support globally covering both internal and external users. Perform IT Service Desk activities including the capture, analysis, escalation and management of Incident and Service Requests in alignment with IT policies and procedures.

Responsibilities:

• Perform problem and Level 1 incident management activities, including analysing, documenting, and managing incidents from various customer communication channels.
• Provide excellent customer service through daily interactions.
• Take ownership and responsibility for resolving issues.
• Troubleshoot end-user issues on software applications, hardware, network, telecommunication systems, and remote desktop support.
• Assist in developing and maintaining problem and incident management processes and procedures.
• Manage Incidents or Requests following IT processes and procedures.
• Willing to work on shifting schedules, including holidays and weekends, to meet operational requirements.

Work Experience:

Preferred Work Experience includes:

• Experience in an ITIL based environment is advantageous.
• Prior IT Help desk/Service Desk experience is required.

Qualifications:

Necessary Qualifications include:

• Tertiary Degree or equivalent combination of education and work experience.

Preferred Qualifications include:

• IT or engineering qualification.

Global Disclaimer:

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

US Only Disclaimer:

To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

Skills:

Case Management, Communication, Critical Thinking, Customer Value Management, Help Desk Support, Information Technology (IT) Support, Intentional collaboration, IT Service Management (ITSM), Managing performance, Problem Solving, Process Improvements, Risk Management, Stakeholder Management, Technical Support, Troubleshooting

How to Apply:

To submit your application, click "Apply" and follow the step by step process.

Equal Employment Opportunity:

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.