Technical Support Analyst

Technical 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 Technical Support Analyst to assist employees, new hires, and contractors with technical issues related to their PCs, mobile devices, and peripherals. With us, your role will be broadly focused, with the exposure and opportunity to 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.

In this role, you will :

• 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
• Serve as a key representative of IT for projects and initiatives such as Office Moves, Real Estate Initiatives, and Hardware Refreshes, Major Software Roll Outs, Desktop Migrations, and Security Implementations and Compliance issues
• 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
• 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
• Manage new hire setups, including coordination and configuration of equipment
• Assist with new hire orientations and onboard new users from a technology perspective
• Document resolutions to desktop issues and propose solutions to root cause problems
• Identify opportunities to improve, automate, or simplify processes or systems
• Ensure standardization of End User Services to align the EUS catalogue of services globally