Partner Services Help Desk Intern

biBerk, a Berkshire Hathaway company, has been experiencing substantial growth since its start just a few short years ago...and is anticipating even more growth to come! We are an internet-driven company that offers business insurance, such as workers' comp, liability, commercial auto and umbrella policies. We are looking for a Help Desk Analyst to resolve user requests and permission issues for our Partner Services department.

Job Responsibilities

The Help Desk Analyst’s role is to ensure timely resolution to user requests so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user requests. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as require that the individual provide detailed resolution steps for common support scenarios.

• Create resolution documents with detailed criteria to address common support scenarios.
• Evaluate currently documented resolutions and update as necessary.
• Understand the escalation process and be able to convey issues clearly and concisely to leadership team when necessary for      resolution.
• Responsible for alerting other support groups regarding new issues as they arise and documenting response process for      resolution.
• Service incoming requests for common business processes, such as processing batch files, running SQL reports, basic SQL      queries, and working with associated support groups to facilitate timely processing of user requests.
• Field incoming help requests from end users via both telephone and e-mail in a professional manner.
• Able to prioritize and schedule routine tasks such as daily, weekly, monthly reporting, processing batch files, creating and      servicing help desk tickets.
• Maintain documentation of common support issues, resolutions, and tasks for ongoing training purposes.
• Utilize various tools including internal Wikis, FAQs, documentation, Google, and other resources to research issues and      formulate resolution strategies.
• Identify and learn appropriate systems and business processes utilized by the organization.

 Qualifications

Preferred Knowledge:

• Good understanding of the organization’s goals and objectives.
• Basic understanding of Insurance industry a major plus.
• Exceptional written and oral communication skills.
• Ability to troubleshoot issues and document resolutions.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and issue resolution.
• Strong documentation skills.
• Ability to conduct research into a wide range of issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language and demonstrate steps required to complete a common task.
• Highly self-motivated and directed with a detail-oriented work methodology.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.

Formal Education & Certification:

• Degree in technology or closely related field preferred.
• MS Office 365 certification desirable.
• Excel experience is a must, including formulas, analytics, pivot tables, VLOOKUP, data scrubbing, etc.
• Azure DevOps experience a plus.
• Experience utilizing major ticketing or help desk software a plus.