Senior Site Support Analyst

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally thru 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 Senior Site Support Analyst to assist employees, new hires and contractors with technical issues related to their PC’s, 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.

Experience / Qualifications

Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users

Can work independently or with a team

Microsoft Certified Desktop Support Technician certification a plus

Well versed in desktop tools including O365

Knowledge of Mac OS / Apple iOS

Experience setting up printers, monitors and IT cabling

Some experience with Active Directory beneficial

Ability to document processes and procedures

Superior customer service and interpersonal skills

Ability to effectively communicate about technology

Excellent oral and written communication skills

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.