Service Desk Technician

Markel Service Inc. operates as part of a global, Fortune 500 group that provides insurance, reinsurance, advisory and investment services. In Glen Allen, Virginia, this Service Desk Technician role sits at the frontline of IT support, assisting staff across phone, chat and web channels to resolve hardware, software, network and telecommunications issues. The position follows a Monday–Friday 8:00 a.m. to 4:00 p.m. shift, within a broader 24x7 support environment.

Responsibilities

• Resolves issues surrounding computer hardware, software, networks, and telecommunications systems while delivering strong customer service and technical knowledge.
• Supports a 24x7x365 environment; this vacancy covers a Monday–Friday 8:00 a.m. to 4:00 p.m. shift.
• Receives inbound customer contacts via phone, chat, and web.
• Records, maintains and updates records in the Service Management ticketing system, and follows knowledge base for troubleshooting and procedural guidelines.
• Routes tickets that cannot be resolved at the service desk to the appropriate resolving groups, supporting first call resolution where possible.

Requirements

• Working knowledge of help desk software, databases and remote control.
• Enthusiastic about finding ways to make customers productive.
• Passionate about continuous learning and able to quickly adapt in a dynamic environment.
• Flexible and able to manage multiple tasks and priorities on tight deadlines.
• Ability to work independently and in collaboration with others to achieve a high level of success.
• Strong interpersonal and collaboration skills with the ability to develop, maintain and foster constructive relationships with others.
• Dynamic, hard-working and ambitious with excellent oral and written communication skills.
• Demonstrated technical aptitude.

Technologies

ServiceNow

Benefits

• Competitive benefit programs that help meet our diverse and changing environment, supporting employees at all stages of life.
• Full-time employees can choose from multiple health, dental and vision insurance plan options, plus optional life, disability, and AD&D insurance.
• 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, and parental leave.

US Work Authorization

US work authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Who We Are

Markel Group (NYSE – MKL), a Fortune 500 company with over 60 offices in 20+ countries, is a holding company for insurance, reinsurance, specialist advisory and investment operations around the world.

CAUTION: EMPLOYMENT SCAMS

All legitimate job postings with Markel will be posted on Markel Careers. No other URL should be trusted for job postings. All legitimate communications with Markel recruiters will come from Markel.com email addresses.