Service Desk Specialist Extended Hours Support (Overnights)

Company

Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Role Summary

The Service Desk Specialist (Extended Hours) 12:30am- 8:30am provides critical after-hours IT support for the organization serving as the primary point of contact during overnight operations. This role requires a high level of independence strong troubleshooting skills and sound judgment to resolve incidents manage escalations and maintain service continuity with limited on-site leadership. The specialist supports users across multiple channels adheres to established SLAs participates in shift-left initiatives and performs approved User Access Management (UAM) activities while ensuring security compliance and documentation standards are met.

• Only Considering local candidates at this time
• Must be a US Citizen or Green Card holder. No other visa status will be considered.

Key Responsibilities

Overnight Service Desk Support

• Serve as the first point of contact for IT support during overnight hours
• Provide support via phone live chat and self-service ticket submissions
• Independently manage incoming incidents and service requests with minimal supervision
• Prioritize issues based on business impact urgency and SLA requirements
• Hours 12AM-8:30AM

Incident & Request Management

• Diagnose troubleshoot and resolve hardware software application and access-related issues
• Accurately log categorize prioritize and document all tickets in the ITSM system
• Ensure tickets include clear problem descriptions troubleshooting steps and resolution details
• Escalate incidents appropriately when issues exceed authorization scope or skill level

Escalation & After-Hours Judgment

• Act as a frontline escalation point during overnight hours
• Identify and initiate escalation for high-impact or critical incidents
• Engage on-call technical teams vendors or incident management resources as required
• Provide timely and professional status updates until resolution or handoff to the next shift
• Perform detailed shift handoffs to ensure continuity across support teams

ShiftLeft & Knowledge Utilization

• Resolve incidents and service requests using approved Knowledge Base (KB) articles
• Support shift-left objectives by handling eligible requests at first contact
• Identify recurring overnight issues suitable for:
  • Knowledge article creation or improvement
  • Process refinement
  • Automation or self-service
• Provide feedback to leadership on overnight trends and improvement opportunities

User Access Management (UAM) Support

• Perform approved baseline UAM activities including:
  • Identity verification and user validation per policy
  • Password resets and account unlock
  • Execution of approved access requests using documented workflows
• Ensure all access-related actions align with least privilege principles approvals and audit requirements
• Escalate exceptions or non-standard requests to IAM Security or application owner teams
• Maintain precise documentation to support security and compliance reviews

Customer Service & Communication

• Deliver professional calm and effective support in a lowstaffed highimpact overnight environment
• Clearly communicate technical information to non-technical users
• Manage user expectations during incidents and outages with transparency and empathy
• Maintain a customer-focused mindset while balancing security and policy enforcement

Operational & Compliance Discipline

• Adhere to ITIL-aligned processes SOPs and escalation guidelines
• Meet or exceed defined SLA and quality standards
• Follow all security access and data handling policies
• Support audit and compliance activities through accurate documentation and ticket hygiene

Required Qualifications

• 2 years of experience in IT support Service Desk or Help Desk environments
• Ability to work overnight shifts including weekends and holidays as scheduled
• Strong independent troubleshooting and decisionmaking abilities
• Working knowledge of ITIL principles and service management concepts
• Excellent verbal and written communication skills
• Proven ability to operate effectively with limited supervision
• Experience using ITSM/ticketing systems (e.g. ServiceNow)

Preferred Qualifications

• Experience supporting 24x7 or overnight operations
• Familiarity with User Access Management (UAM) or identity-related support
• Knowledge of shift-left or Knowledge-Centered Service (KCS) models
• Experience supporting financial regulated or security-conscious environments
• Certifications such as:
  • CompTIA A Network or Security
  • ITIL Foundation
  • Microsoft certifications

Core Competencies

• Independent problem-solving
• Sound judgment under pressure
• Strong documentation discipline
• Accountability and ownership
• Customer-first mindset
• Clear communication
• Adaptability during incidents