Service Desk Analyst Sr Associate

Service Desk Analyst

Gurgaon Haryana India

Responsible for delivering highquality service that improves the overall colleague experience. Provide support for ITrelated 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

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

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

Supply firstline 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.

Perform assessment triage research and resolution of basic incidents and requests.

Engage other Service Desk resources or appropriate second and thirdlevel service resources to resolve incidents beyond scope of ability or responsibility.

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.

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

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

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.

Identify service improvement opportunities for key service management stakeholders.

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

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

Mentor junior analysts and assist in the training of new analysts.

Manage content in the Knowledge Management system.

You will report to the Team lead.

SHARE your talent

Were looking for someone who has these abilities and skills:

Required Skills and Abilities:

Outstanding customer service skills and a customer first mentality are a must.

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

Subject matter ability in multiple areas of support.

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.

Excellent verbal and written communication skills and telephone manners.

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

Ability to think logically to analyze troubleshoot and resolve complex issues.

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

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

Ability to work in a fastpaced highpressure work environment.

Robust ability to multitask and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly reprioritize tasks is a must.

Bachelors degree or relevant experience required.

ITIL Foundations Certification a plus.

Additional international language capability is a plus.

Desired Skills and Abilities:

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

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

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

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

Ongoing interaction with Colleague Care on escalations endtoend ticket ownership and overall process improvement.

Achievement of standard service levels both individually and as part of a team.

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

Respond to colleague contacts and escalations within agreed timelines.

Illustrate incremental increase in baseline SLA adherence and firstline resolution rate.

FIND your future

AXA XL the P&C and specialty risk division of AXA is known for solving complex risks. For midsized companies multinationals and even some inspirational individuals we dont just provide re/insurance we reinvent it.

How By combining a comprehensive and efficient capital platform datadriven 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 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. Thats 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. Its about helping one another and our business 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 everchanging 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 202326 Sustainability strategy called Roots of resilience 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 are essential to our future. Were committed to protecting and restoring nature from mangrove forests to the bees in our backyard 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. Were building a net zero strategy developing insurance products and services and mobilizing to advance thought leadership and investment in societalled 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. Were 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 XLs Hearts in Action programs. These include our Matching Gifts program Volunteering Leave and our annual volunteering day the Global Day of Giving.

For more information please see XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race color national origin religion sex gender identity and/or expression sexual orientation age disability genetic information veteran status military status or any other category protected by local law.