IT Client Services Analyst

QBE North America is seeking an IT Client Services Analyst to provide IT support by troubleshooting hardware and software for assigned sites and remote employees. The role focuses on delivering quality end user experience through customer service, desktop and application support, and process improvement initiatives. Responsibilities Provides IT desktop services/support for employees and customers Participate in answering incoming support calls and managing call queue Ensure tickets are worked and resolved in accordance with SLA using ticket management system Facilitate accurate records by ensuring equipment asset tags are updated in system Provide technical knowledge and advice to drive improvement initiatives Delivery of defined starter/mover/leaver services Contribute to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices, and updating documentation, as necessary Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value 'can do' people, accountability, diversity, and inclusion, flexibility, continuous improvement, collaboration, creativity, and fun Skills Associate's degree or equivalent combination of education and work experience Applications Support Communication Critical Thinking Customer Service Financial Systems Incident Response Information Technology (IT) Support Intentional collaboration Managing performance Mentorship Problem Solving Risk Management Service Improvement Stakeholder Management Technical Support Knowledge of general computer troubleshooting and support Terminology, function and fundamental capabilities of common computers, software, information and communication technology devices, components, and concepts Microsoft Windows 11 Microsoft Office Citrix Workspace Active Directory VPN MFPs (multi-function printers) Benefits Hybrid Working – a mix of working from home and in the office 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis Competitive 401(k) program with company match up to 8% Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice Tuition Reimbursement for professional certifications, and continuing education Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community Company Overview QBE North America is a global insurance leader focused on helping customers solve unique risks, so they can focus on what matters most. It was founded in 1991, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is