The IT Help Desk Analyst provides expert first level help desk support for IT issues and service requests, to internal Zurich staff and partners, delivering an excellent customer experience and high first call resolution' in line with departmental service standards

The IT Help Desk Analyst troubleshoots and resolves simple technical IT problems for internal clients, using knowledge of relevant product/service offerings and support policies. They act as representative of IT technical services to customers.They carry out simple incident triage using the appropriate documentation and tools, resolve incident tickets and/or fulfill service requests, passing more complex incidents and requests to IT support. They facilitate closure of incident ticket and service requests using the appropriate tools while meeting or exceeding defined service level expectations. They also record the status of incident and problem symptoms and deliver customer satisfaction by providing clear, concise, information through written and verbal communication channels with a high customer focus.They establish a current knowledge of relevant product/service offerings and support policies.