Site Support Analyst

Site Support Analyst

Chubb's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

We are looking for a Site Support Analyst to assist employees, new hires and contractors with technical issues related to their PCs, mobile devices, and peripherals. The role holder will support hardware and software issues as well as upgrades related to desktop technology, will help develop, implement and enforce policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

Key Responsibilities:

• Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.
• Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
• Train and guide staff on hardware and software usage
• Ensure patch compliance for PCs
• Support of training and meeting room hardware as well as supporting users in scheduling and executing meetings and conference calls
• Process help desk tickets for employees and contractors
• Support end users both physically in the office as well as working remotely
• Configure and build hardware; install and configure software based on user service requests
• Document resolution to desktop issues, propose solutions to root cause problems
• Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
• Interact with 3rd party vendors to drive and resolve specific technical problems
• Respond to incidents by phone, chat or email in a timely manner
• Take ownership of role related tasks
• Manage new hire setups, including coordination and configuration of equipment
• Assist with new hire orientations and onboard new users from a technology perspective
• Demonstrate a high level of professionalism, interpersonal skills, and team-oriented attitude
• Demonstrate active listening skills with ability to act with sensitivity and empathize with end user's situation
• Document resolutions to desktop issues and propose solutions to root cause problems
• Identify opportunities to improve, automate, or simplify processes or systems
• Serve as a key contact and representative of IT for projects and initiatives such as:
  • Office Moves and Real Estate Initiatives
  • Hardware Refreshes
  • Major Software Roll Outs
  • Desktop Migrations
  • Security Implementations and Compliance issues
  • Standardization of End User Services to align the EUS catalogue of services globally.
  • Train and guide staff on hardware and software usage
  • Document resolution to desktop issues, propose solutions to root cause problems.
  • Interact with 3rd party vendors to drive and resolve specific technical problems.
  • Identify opportunities to improve, automate, or simplify processes or systems.