Service Desk Consultant

Role Overview

• Uses strong analytical skills, business and technical knowledge to provide operational and business support for computer systems to various internal and external customers via phone and non-phone methods related to Supported Systems.
• Proactively seeks opportunities to reduce costs and improve customer service.
• Identifies and develops problem resolution and knowledge database for use by service desk staff.
• Assumes ownership for a positive customer interaction for all calls taken.
• Uses available resources and industry best practices to determine if system(s) require corrective action and develops interim alternative work flows when possible.
• Answers internal/external customer phone calls, emails and fax inquiries and communicates results.
• Understands established service level agreements, and effectively works to meet or exceed those standards.
• Analyzes inquiry using various investigative tools to determine if system changes are required.
• Logs customer inquiries in corporate ticket tool and escalates to IT personnel on an as needed basis.
• May create and/or update team systems related procedure manuals.
• May develop manual/materials to assist in the training of staff.
• May be assigned to special projects of a simple to moderate complexity on an as needed basis.
• Perform other duties as assigned.

Requirements

• High school diploma or equivalent.
• Insurance Knowledge.
• Customer Service and/or Help Desk experience.
• BI Interaction Center experience.
• Technical Knowledge: Demonstrates a solid knowledge of application systems and of the systems area supporting the business functions.
• A working knowledge of the systems interfaces with the business operations work-flow and a conceptual understanding of the business.
• Proficient in the use agency system configurations and applications.
• Where appropriate maintains a basic knowledge of business trends.
• Sometimes requires assistance to perform tasks.
• Business Knowledge & Partnership: Effectively contributes and communicates with the immediate team, systems staff, other business units, service offices, agents, and customers, through a collaborative style.
• Demonstrates ability to adjust priorities based on changing situations.
• Problem Solving & Decision Making: Able to recognize and analyze problems and develop timely solutions with minimal supervision.
• Team Orientation: Builds relationships with peers to achieve objectives. Balances team and incumbent responsibilities. Exhibits objectivity and openness to others views. Gives and welcomes feedback. Puts success of team above own interest.
• Leadership: Communicates with internal and external customers and peers when appropriate, utilizing solid written or oral skills. Is a self-motivated to drive towards meeting and exceeding team goals.
• Operational Awareness: Generates innovative ideas on how to improve internal team workflows and processes, as well as identify systems changes that may ultimately enable the company and/or customer to operate in a cost-effective manner.

Benefits

• Health Insurance : Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum.
• If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account.
• You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.