IT Service Desk Associate

Job Purpose

To provide end users support for all IT related matters.

The Job

1. Provide technical analysis and assistance to support and resolve IT equipment issues e.g. desktop, laptop, printer, etc., and application problems.
2. Take ownership for incidents and service requests that are being escalated by updating, following up, and resolving the tickets within agreed Service Level Agreement (SLA) timelines.
3. Support basic network related and server system issues.
4. Assure the quality of fixes and patches and apply patches and upgrades accordingly upon assignment.
5. Update call center on the ticket status and ensure the tickets are resolved within agreed SLA timelines.
6. Develop workarounds and fixes for new incidents.
7. Perform daily, weekly, or monthly reporting including ad hoc reports.
8. Take accountability by considering business and regulatory compliance risks and take appropriate steps to mitigate the risks.
9. Maintain awareness of industry trends on regulatory compliance, emerging threats, and technologies in order to understand the risk and better safeguard the company.
10. Highlight any potential concerns/risks and proactively share best risk management practices.

Our Requirements

1. Min Degree/Diploma in any related IT Field.
2. Experience in Service Management process and procedure is a plus.
3. Fast learner.
4. Able to demonstrate good understanding of tasks given.
5. Work on alternate weekends to provide support.
6. Proven ability to multitask and maintain a positive attitude when under pressure.
7. High level of integrity and takes accountability for work.
8. Good verbal communication skills.
9. Good attitude and team player.
10. Takes initiative to improve the current state of things and is adaptable to embrace new changes.
11. Proficiency with Windows 10, 11 administration.

About Great Eastern

Established in 1908, Great Eastern places customers at the heart of everything we do. Our legacy extends beyond our products and services to our culture, which is defined by our core values and how we work. As champions of Integrity, Initiative and Involvement, our core values act as a compass, guiding and inspiring us to embrace the behaviors associated with each value, upholding our promise to our customers - to continue doing our best for them in a sustainable manner.

We work collaboratively with our stakeholders to look for candidates who exhibit or have the potential to embrace our core values and associated behaviors, as these are the key traits that we expect from our employees as they develop their careers with us.

We embrace inclusivity, giving all employees an equal opportunity to shine and play their role in exploring possibilities to deliver innovative insurance solutions.

Since 2018, Great Eastern has been a signatory to the United Nations (UN) Principles of Sustainable Insurance. Our sustainability approach around environmental, social, and governance (ESG) considerations play a key role in every business decision we make. We are committed to being a sustainability-driven company to achieve a low-carbon economy by managing the environmental footprint of our operations and incorporating ESG considerations in our investment portfolios; improving people’s lives by actively helping customers live healthier, better and longer; and drive responsible business practices through material ESG risk management.

To all recruitment agencies: Great Eastern does not accept unsolicited agency resumes. Please do not forward resumes to our email or our employees. We will not be responsible for any fees related to unsolicited resumes.