Service Desk Analyst - Markel Return to Work Program

Making a decision to return to work can be exciting and scary all at the same time. We get it 100% - many of us at reacHIRE are returners, too!!  And, we believe meaningful relationships formed along the way back to work should be built on communication and trust. Which is why our team of Program Managers are here to listen to your unique story and help you take the best next steps toward your next opportunity.We are excited to partner with Markel for a 6-month return-to-work program starting in October 2024. 

If you are a professional returning to work after a 2+ year career break or worked in part time or independent contractor roles, this could be the perfect opportunity! reacHIRE is invested in helping professionals return with confidence; providing the resources and support needed via Program Managers who will help guide and navigate the entire process alongside you. 

We know the confidence gap and imposter syndrome can get in the way of meeting amazing Returners, so please don’t hesitate to apply - we’d love to hear from you. 

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, emails and web tickets. Will resolve or route issues according to documented guidelines. Position requires the use of solid technical troubleshooting, communication, and customer service skills. 

What You'll Contribute Day-to-Day: 

• Resolves issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge
• Receives inbound customer contacts via various channels (phone, chat, web)
• Records, maintains and updates records in the Service Management ticketing system, and follows knowledge database for troubleshooting and procedural guidelines.
• Routes tickets for issues which cannot be resolved at the service desk (First Call Resolution) to the appropriate resolving groups.
• Performs analysis of incident and request tickets to assist with corrective action to restore functionality or fulfill request
• Documents and submits incident resolutions to the knowledge database in order to assist other Service Desk Analysts with problem resolutions.
• Handle Service Desk queue management responsibilities, when necessary
• Review tickets which have been assigned to the Service Desk via the Service Management System
• Review, resolve, or route those tickets as appropriate
• Inform the service desk staff of critical incidents and provide routing, categorization, and related ticket data
• Participate in Major Incident bridge lines to provide feedback of call and ticket data relating to the incident and to pass along guidance to the other agents on progress.
• Draft business-facing communications related to ongoing Major Incidents for distribution to impacted users.

You’ll Be a Great Fit If You Have:

• 2-3 years of Help Desk/Service Desk experience, supporting the following technologies:
  • Microsoft Office Suite, Exchange
  • Client-server and web-based applications
  • Remote access and multi-factor authentication technologies
• Associates degree or 2 years of relevant experience in a technical field or customer service environment.
• Proven working experience in providing help desk support
• Working knowledge of help desk software, databases and remote control
• Enthusiastic to find ways to make customers productive
• Passionate about continuously learning and able to quickly adapt and pivot to win in dynamic environment
• Must be flexible and able to manage multiple tasks and priorities on very tight deadlines.
• Ability to work independently and in collaboration with others to achieve a high level of success
• Strong interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others
• Dynamic, hard-working and ambitious individual, with excellent oral and written communication skills

It's An Added Bonus If You Have:

• ServiceNow experience or prior insurance industry experience is a plus
• Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline is a nice to have 
• ITIL Foundation V3 or V4 Certification is a nice to have 

reacHIRE is changing the trajectory for individuals in the workplace by partnering with forward-thinking companies. reacHIRE believes a career break shouldn't be a career breaker. At the end of the program, you may be eligible for full-time or extended contracting work, but it is not guaranteed. Either way, you’ll become part of the reacHIRE team, join with a cohort of fellow Returners, and we will provide 360-degree support via Aurora, along with a dedicated Program Manager to ensure your success every step of your journey back to work!

Our return-to-work program participants come from all walks of life, and so do we. At reacHIRE, the sum of our individual differences, life experiences, and self-expression is what makes us great. Be you and reach higher!

Please note:

• reacHIRE will reasonably accommodate applicants with disabilities who need adjustments in order to complete the application or interview process. For assistance with your application please contact: Sarah White at swhite@reachire.com.
• reacHIRE is unable to sponsor program participants for the duration of our return-to-work programs.

What’s great about working at Markel?

As the insurance operations within the Markel Group Inc. (NYSE: MKL), we operate the Markel Specialty, Markel International, and Markel Global Reinsurance divisions, as well as State National, our portfolio protection and program services operations, and Nephila, our insurance-linked securities operations. With over 5,000 employees across the globe, finding creative solutions for complex risks is our passion. And our broad array of tools and knowledge allows us to create tailored coverage solutions for even the most complex needs. Putting you – our colleagues, brokers and clients – first is what differentiates us worldwide. We’re committed to being a long-term partner who is there when you need us most. Everything we do comes out of the Markel Style. These 214 words are a timeless statement of our mission. It’s our north star, and out of that comes our brand vision.