Service Desk Analyst III in Winston-Salem, NC at National General Insurance

Date Posted: 10/30/2018

Job Snapshot

Job Description

Primary Purpose:

The Service Desk is the central point of contact for employees, contingent workers, and customers. While providing the highest level of customer service, the Service Desk Analyst III answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve level 1 incidents in a timely fashion. The Service Desk Analyst III escalates unresolved incidents and service requests to the proper level 2 and 3 support teams. Troubleshoots basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as provides basic desktop support. 


Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Comply with standard processes and procedures documentation
  • Strong customer service focus to successfully interact with end-users and peer teams
  • Relies on experience and judgment to plan and accomplish goals
  • Interact closely with customers to understand their needs and / or requirements
  • Troubleshoot and resolve tickets within SLA related to operations and end-user requests
  • Ability to coordinate with geographically dispersed teams to achieve results
  • Consistently seeks to develop self and skills needed to be prepared for future opportunities
  • Ability to support 24x7x365 on-call rotation as needed
  • Assist in troubleshooting team related issues
  • Provide training and coaching to less experienced team members
  • Makes complex ideas or situations clear, simple, and / or understandable
  • Process escalated tickets and investigate complex issues
  • Participate in annual audits as necessary
  • Assist in troubleshooting and solving complex issues
  • Take action to resolve customer problems or concerns in a timely manner
  • Develop and document policies and procedures to implement team practices
  • Participate in system or application triage with support teams and / or vendors as necessary
  • Prepare and track team metrics
  • Provide daily team activity reporting updates to leadership
  • Drive toward the achievement of business results in a manner that focuses on profit and service
  • Contact support teams as necessary to assist with incident resolution regarding system outages
  • Escalate system issues to support teams
  • Receive, log, and manage several calls each day from internal and external customers via telephone and or web based ticketing system
  • Troubleshoot IT related incidents related but not limited to software, network, laptops/desktops, and printers
  • Follow up on unresolved ticket status on behalf of the customer
  • Exhibit strong remediation skills
  • Participate in triage calls during service disruptions
  • Monitor SLAs and team performance to defined metrics


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)
  • 3+ years of experience in an IT support environment
  • High degree of initiative, mature judgment, and discretion
  • Must perform well in high-energy, dynamic and team-oriented environments
  • Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
  • Integrity within a professional environment
  • Ability to adapt to new situations and learn quickly 
  • Must possess effective verbal and written communication skills
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Experience working with an enterprise ticketing system
  • Self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to assist other team members in conveying information to business partners
  • Ability to solve complex problems
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
  • General understanding of the insurance industry and organizational relationships of the company
  • Understanding of the functions of other departments such as Policy ops and Marketing
  • Works independently with little supervision


Desired Skills:

  • Bachelor’s Degree in an IT related discipline, or the equivalent combination of education, professional training, and / or work experience
  • 5+ years of experience in an IT support environment
  • Active Directory knowledge
  • CompTIA IT Certifications
  • Ability to communicate technical topics and concepts
  • ITIL Service Management experience preferable but not essential

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.