Job Summary:

The Associate Service Desk Administrator position will be expected to deliver IT support to Allied World employees globally.

Repair and maintain user technology environments which support end user productivity

Tailor assistance and service to current practice and emerging Service Level Agreement (SLA)

Job Requirements:

• Strong technical ability in identifying, analyzing and resolving client problems and concerns associated with office automation, equipment, hardware and software, to the client’s satisfaction
• Configure, install, and connect computer and network hardware so that users will be able to perform business activities in accordance with management’s intentions
• Work with IT Global Services Manager and IT staff to prioritize, escalate and manage open incidents based on priority and resource availability
• Create/document helpdesk tickets for all reports of information systems problems including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections
• Willingness to contribute to the ongoing improvement of the Help Desk function
• The ability to independently follow existing processes and procedures
• Immediately notifies the IT Global Services Manager if an information security incident meets the escalation criteria established by the team
• Remain familiar with the current Allied World organizational structure, the information systems related activities performed by other organizational unites and to the current version of information security policies and procedures
• Prepare and update reference documentation so that others working on the Help Desk can quickly and practically respond to users reporting difficulties and problems.
• Reset fixed passwords, and otherwise re-initializes user access control mechanisms
• Review logs, audit trails, and other shared information systems records indicating the activity that took place, and as necessary, promptly notifies others of unusual or suspicious events
• Maintain the physical security of all information systems equipment contained in data centers, permitting only authorized personnel into the facility, and as necessary supervising the activities of outsiders such as vendor maintenance staff
• Attend classes, read manuals, and otherwise becomes familiar with the user perspective needed to operate computers, networks, and other information systems utilized at Allied World
• Responsible for all desktops peripherals which include but are not limited to telephones, desktops computer + components, printers (both local and network.)
• Provide support for Bloomberg Systems
• Assist with Infrastructure team with local hardware if needed
• Provide user side support for System Administrators and Global Engineer
• Responsible for initiating and monitoring service calls with external vendors through to completion.
• Raise and seek management approval for hardware orders which include but not limited to printers/phones/backup tapes- media/toners/Blackberries
• Create/Modify users system access based on proper procedures and approvals.  System Administrator privileges maybe based off of current skill level
• Foster cooperation among team members including assisting with high priority calls or peak workload
• Ability to work extended hours/weekends and holidays as needed. Available for early morning and evening Helpdesk coverage as assigned

Segregation of Duties Restrictions

This position is restricted from performing the following functions:

·             Executing business transactions

·             Creating business applications, updating, modifying, deleting or equivalent privileges

·             Approving system access requests for systems where the IT Systems Administrator hold System Administrator privileges

Positions Supervised:

None

Position Reports:

AVP, Service Desk Manager, Global IT Group