End User Services Technician

2 days ago

Sydney, Australia Chubb INA Holdings Inc. Full time

Chubb is the world’s largest publicly traded property and casualty insurance company, with operations in 54 countries and territories and over 30,000 employees globally. 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.

**Your Role**:
Your role is to provide first class technical support to end users by assisting clients with hardware and software issues, prioritising appropriately and to ensure that critical and non-critical issues are addressed in a timely manner. You will communicate directly with internal stakeholders, actively seeking resolution to incidents, fulfilling requests and responding to queries.

**Your Responsibilities**:
Provide remote and onsite technical support, troubleshooting and providing resolutions to issues on hardware, software and mobile devices reported by end users
Laptop, desktop build/image deployment
Conference room setups including AV, VC equipment and online meeting configuration and support
Mobile messaging configuration and support
Asset management including procurement
Software deployment - SCCM
Establish successful long term relationships with internal customers
Research, resolve and respond to a variety of customer inquiries
Communicate outages and change to stake holders
Reporting all P1 and P2 incidents to the Incident Manager
Liaise with the various local and international support groups for Incident escalation, Request fulfilment and Change Management
Identify reoccurring Incidents and Requests
Maintain the ticketing system, Service Catalogue guidelines and procedure documentation
Contribute to the Knowledge base and Known error database

**Qualifications**:
**Your Skills & Experience**:
Experience in a medium to large business environment
Excellent customer service and communication skills
Excellent time management, planning, organization and administrative skills
Flexibility to work in a high volume faced paced environment
Experience in engaging with internal and external stakeholders
Outstanding deadline management skills with the ability to adjust with flexible priorities
Active questioning, problem solving and negotiation skills
Ability to deliver a first-class service
Ability to handle customer complaints and queries effectively

**Desirable**:
ITIL
Undergraduate degree/ Cert 4 in a technical field.

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