Job Description

Service Desk Analyst (Senior Associate)

Gurgaon, Haryana, India

Responsible for delivering high-quality service that improves the overall colleague experience. Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. Contribute to the continual improvement of service delivery across all channels of colleague communication.

DISCOVER your opportunity
What will your essential responsibilities include?

\xc2\xb7 Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.

\xc2\xb7 Act as a point of contact for colleague issues through phone, chat, email, and portal, providing exceptional service in all colleague interactions.

\xc2\xb7 Supply first-line IT support for all AXAXL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.

\xc2\xb7 Perform assessment, triage, research, and resolution of basic incidents and requests.

\xc2\xb7 Engage other Service Desk resources or appropriate second and third-level service resources to resolve incidents beyond scope of ability or responsibility.

\xc2\xb7 Make sure incidents and requests are accurately logged, assigned, tracked, and responded to promptly, in line with agreed SLAs; provision of timely communications and maintenance of ownership until closure.

\xc2\xb7 Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress promptly.

\xc2\xb7 Communicate with the Colleague Care team where necessary to make sure that escalated issues have proper attention and visibility.

\xc2\xb7 Create a positive colleague support experience and build robust colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.

\xc2\xb7 Identify service improvement opportunities for key service management stakeholders.

\xc2\xb7 Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.

\xc2\xb7 Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.

\xc2\xb7 Mentor junior analysts and assist in the training of new analysts.

\xc2\xb7 Manage content in the Knowledge Management system.

You will report to the Team lead.

Qualifications

SHARE your talent
We\xe2\x80\x99re looking for someone who has these abilities and skills:

Required Skills and Abilities:

\xc2\xb7 Experience on the Service Desk.

\xc2\xb7 Outstanding customer service skills and a \xe2\x80\x9ccustomer first\xe2\x80\x9d mentality are a must.

\xc2\xb7 Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.

\xc2\xb7 Subject matter ability in multiple areas of support.

\xc2\xb7 Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.

\xc2\xb7 Excellent verbal and written communication skills and telephone manners.

\xc2\xb7 Ability to build Robust relationships with key stakeholders across the organization.

\xc2\xb7 Ability to think logically to analyze, troubleshoot and resolve complex issues.

\xc2\xb7 Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.

\xc2\xb7 Robust interpersonal skills and the ability to work within a team.

\xc2\xb7 Ability to work in a fast-paced, high-pressure work environment.

\xc2\xb7 Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.

\xc2\xb7 Bachelor\'s degree or relevant experience required.

\xc2\xb7 ITIL Foundations Certification a plus.

\xc2\xb7 Additional international language capability is a plus.

Desired Skills and Abilities:

\xc2\xb7 Supervisor is Regional Colleague Services Manager, with operational oversight and instruction provided by Service Desk Team Lead.

\xc2\xb7 Ability to build effective working relationships across all areas of the business and IT.

\xc2\xb7 Cooperation and collaboration with peers to jointly improve the way service is delivered.

\xc2\xb7 Collaboration with Service Managers and Service Control to identify service improvement opportunities.

\xc2\xb7 Ongoing interaction with Colleague Care on escalations, end-to-end ticket ownership, and overall process improvement.

\xc2\xb7 Achievement of standard service levels, both individually and as part of a team.

\xc2\xb7 Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.

\xc2\xb7 Respond to colleague contacts and escalations within agreed timelines.

\xc2\xb7 Illustrate incremental increase in baseline SLA adherence and first-line resolution rate.

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don\xe2\x80\x99t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business \xe2\x88\x92 property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That\xe2\x80\x99s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It\xe2\x80\x99s about helping one another \xe2\x80\x94 and our business \xe2\x80\x94 to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe
• Robust support for Flexible Working Arrangements
• Enhanced family friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at . AXA XL is an Equal Opportunity Employer.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called \xe2\x80\x9cRoots of resilience\xe2\x80\x9d, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society \xe2\x80\x93 are essential to our future. We\xe2\x80\x99re committed to protecting and restoring nature \xe2\x80\x93 from mangrove forests to the bees in our backyard \xe2\x80\x93 by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We\'re building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We\xe2\x80\x99re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL\xe2\x80\x99s \xe2\x80\x9cHearts in Action\xe2\x80\x9d programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day \xe2\x80\x93 the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

AXA XL