Service Desk Representative Senior Associate

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. 

Job Description

The Service Desk Representative Senior Associate, under minimal supervision and guidance, provides technological support by investigating and resolving complex problems. Responsible for general administrative duties related to the management of individual and/or team tickets, call flow, and project work. Effectively demonstrates customer care principals in individual to group interactions.

Key Responsibilities

• Under minimal direction conducts testing to ensure that all information systems products and services meet maximum organization standards and end-user requirements

• Manages the expectations of customers

• Recommends system modifications to reduce user problems due to updated and/or new technology, minor rules/rates and form releases. Recognizes and acts on inconsistencies

• Thoroughly tests software and/or hardware to ensure proper operation and freedom from defects. Simulates and analyzes issues to resolve operating difficulties

• Under minimal direction provides advanced technical knowledge and support to internal and/or end users for and/or client-side applications utilizing established protocol(s)

• Consistently interacts with voice, network services, software developers, product operations and/or vendors to re-establish service and/or identify and resolve the root cause and/or more complex problems

• Collaborates with other business units to resolve advanced technical needs and provides authored solutions to increase resolution by first contact interactions

• Designs, develops and executes basic to complex client communication after thorough analysis

• Collaborates with the affected business units regarding new/upgraded technologies

• Under minimal direction, utilizes extensive knowledge of applications to resolve complex issues and may provide consultation in the design and impact of applications and/or support procedures

Experience

• 0-2 years experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

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Skills

Collaboration, Computer Hardware Testing, Office Administration, Problem Resolution, Software Systems, Software Testing, Technical Support

Compensation

Compensation offered for this role is 0.00 - 0.00 annually and is based on experience and qualifications.

The candidate(s) offered this position will be required to submit to a background investigation.

 

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

Allstate generally does not sponsor individuals for employment-based visas for this position.

Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.

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It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (include traits historically associated with race, including, but not limited to, hair texture and protective hairstyles), religion (including religious dress), sex, or sexual orientation that adversely affects an employee's terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.

 

Allstate provides a comprehensive technology setup, including a laptop, monitors, headset, keyboard, and mouse. Employees eligible to work from home also receive a monthly connectivity reimbursement to help offset internet costs.

 

When working from home, you must have a dedicated, private workspace free from distractions, along with appropriate desk and seating. Reliable internet is required, with minimum speeds of 50 MB download and 5 MB upload.