Desktop Support Analyst

• Provide Level 1/2 IT Service Desk support and advanced technical support for infrastructure and support technologies.
• Respond to incoming calls and emails, ensuring timely and effective resolution of issues.
• On-boarding and off-boarding users, including configuration, installation, and maintenance of desktop and application systems.
• Support iPhone (iOS) devices and provide user training for company programs and applications.
• Experience in ticketing tools with ITIL processes and follow prescribed processes for governance models such as SOX and data security compliance.
• Basic troubleshooting for computer and software issues and escalate problems beyond the level of expertise to a manager or more experienced technical staff.
• Build strong working relationships with other IT teams and provide status reporting to management.
• Identify and resolve technical problems and issues and recommend improvements to existing methods or propose new ones.
• Vendor management relating to IT assets and equipment, and management of IT assets and the company’s Claims Management System (CMS).
• Deliver quality and timely results while meeting or exceeding service level agreements (SLA) and impart necessary technical knowledge and skills to other technicians.
• Uphold Crawford’s ethics, values, and standards

• Bachelor’s degree in information technology, Electronic Communications Engineering or other relevant discipline
• Minimum 5+ years’ experience in a similar role (preferred)

Experience and Knowledge

• Technical Skills: Proficiency in Windows 10, Active Directory, O365, and Microsoft Office applications. Experience with laptop, desktop, and printer configuration and deployment. Knowledge of LAN/WAN networks and workstation system principles. Technically skilled in Windows XP, MS Office 2003, and Sophos AntiVirus.
• Software Development and System Design: Knowledge in software development, analysis, and system de-sign.
• ITIL Processes: Experience in using ticketing tools with ITIL processes.
• Governance Models: Understanding of governance models such as SOX and data security compliance.
• Vendor Management: Experience in vendor management relating to IT assets and equipment.
• Communication Skills: Excellent written and interpersonal communication skills.
• Organizational Skills: Strong organizational ability and work ethic.
• Customer Service: Outstanding customer service skills.
• Analytical Skills: Detail-oriented, analytical, and results-driven.
• Teamwork: Ability to work well within a team and independently.
• Adaptability: Willingness to travel interstate when required and adapt to changing circumstances and environments.
• Training: Ability to impart necessary technical knowledge and skills to other technicians and provide user training for company programs and applications.
  

• Annual Leave
• Group Medical Insurance
• Provident Fund
• Staff training and development
• 5-day work week
• Social security
• Performance/results-based bonus