IT Support Analyst

QBE Insurance Group is one of the world's top 20 general insurance and reinsurance companies, with operations in all the key insurance markets. QBE is listed on the Australian Securities Exchange and is headquartered in Sydney. We employ more than 17,000 people in 43 countries.

Our underlying business strategy is to maintain operations in the key global insurance markets and, where possible, to be a lead underwriter for selected lines of business.

QBE's strategy of diversification by product and geographical exposure is fundamental to managing our insurance and reinsurance risks and has been a vital ingredient in the Group's success. We have developed a unique QBE culture which is based on six core values and effective risk management practices and controls.

We aim to grow the business through our existing extensive networks and acquisitions of insurance businesses, portfolios and teams of underwriters that meet our stringent criteria for minimum return on equity and EPS accretion in the first year of acquisition. QBE Group has successfully delivered more than 135 acquisitions since our first acquisition in 1982 and has grown substantially over the last 10 years. QBE's gross written premium was US$17.9 billion in 2013.
To provide an effective, capable & responsive desk-side services & support function, tailored to the specific requirements of QBE and its business partners, across one or more locations.Work within the framework and guidelines of the Incident Management Process and Service Desk processes, ensuring alignment to best practice at all timesProvide end to end ownership of all incidents and service requestsProvide a proactive service to QBE EO staff, providing updates on open tickets as necessaryEffectively manage customer escalationsInvestigation and resolution (first time fix) of common issuesInvestigation of more complex issues providing triage function prior to passing to resolver groups as appropriateIdentification and documentation of new fixes and workarounds, ensure these are added to the Knowledge Base and communicated to the first line teamProviding advice and guidance to QBE EO staffProvide advice and support to the first line offshore teamCo-ordinate any project related activities and service introductions to ensure appropriate handover is provided as part of Service TransitionIdentify and address any service improvements opportunitiesInteract with resolver groups and co-ordinate activities required to ensure tickets are resolved within SLAProvide clear communications of service impacting major incidents and scheduled service availability hoursMust be prepared to work a variety of shift patterns between 7am and 7pm Monday to FridayPossible requirement for working out of hours
Essential Skills and Experience
Previous experience of working within a multi-vendor environment on complex infrastructure with the ability to manage and co-ordinate required activities from different teams to ensure a quick resolution.Solid experience of working within a Service Desk or technology support team, having dealt with complex issues such as Windows profile issues, Exchange server issues, OS configuration issues etc and resolving them using remote control technologies, ensuring a high first time fix rate.Experience of Service Management functions and disciplines with ITIL V3 foundation accreditation being essential.Problem solving and analytical skills with the ability to think holistically to provide unique solutions.Demonstrable experience of driving activities pro-actively in order to improve the Service Desk offeringIdentifying opportunities for continual service improvement and contributing to plans in this areaExcellent customer service skills and ethos, achieving a high customer satisfaction rating.Demonstrable experience negotiating difficult situations to a successful conclusion.Able to manage and resolve conflict.Ability to proactively manage customer expectations.The ability to work as a team and also within a virtual team to provide excellent outcomesExperience within financial services, preferably commercial insurance and/or reinsurance.Excellent understanding of Windows Vista/Windows 7 operating systems and Active Directory.Excellent understanding and support knowledge of Microsoft Office products.Knowledge of Citrix technologies and networks.Knowledge of iPhones / other Smart devicesUnderstanding of hardware in order to diagnose issuesKnowledge of Exchange / Outlook to help with configuration issuesExcellent communication skills - both written and oralAbility to remain calm under pressurePositive, flexible attitude and a strong work ethic.French extremely advantageous.

Number of Openings:
1

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.
Salary: . Date posted: 23/05/2017