At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. And for more than 90 years our innovative drive has kept us a step ahead of our customers' evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description
In the Service Desk Support Analyst role, you will act as a Trusted Advisor for Allstate and provide world-class service to Allstate employees, agencies, and customers. You will be a key part of a technical support team in a fast-paced and dynamic environment.

Under minimal supervision, your role will involve investigating and resolving issues reported by internal and external clients. You will effectively demonstrate customer care principles in all interactions.

• First Point of Contact: Respond to incoming calls, self-service tickets, or chats from clients with IT or product-related issues, following established protocols.
• Issue Diagnosis: Use appropriate questioning techniques to determine the root cause of reported issues.
• Troubleshooting & Resolution: Diagnose, document, and resolve issues by providing appropriate resolutions or escalating as needed.
• Escalation Process: Escalate more complex issues to a more intermediate or senior level.
• Documentation: Gather and document the required information for incidents escalated to higher-level teams.
• Knowledge Management: Apply Knowledge-Centered Support (KCS) methodology by translating customer information into valuable and usable knowledge documentation.
• Customer Experience: Strive for First Contact Resolution (FCR) to offer the customer an effortless experience.
• Education & Self-Service: Assist clients in utilizing all available self-service resources.
• Performance Management: Work within an environment measured against individual, team, business, and strategic goals.
• Adaptability: Respond and adapt to a constantly changing environment.
• Career Development: Take ownership of your own career path by utilizing all available learning and development resources.
• Team Collaboration: Work collaboratively by engaging, sharing knowledge, and communicating effectively with the team.
• Policy Adherence: Follow Allstate's policies and procedures when using tools and resources.

• All candidates will be cross-trained to the Universal Analyst level, meaning they will be fully trained in handling calls, self-service tickets, chats, and outbound call techniques.

• Oral Communication: Demonstrates a basic command of language and grammar. Communicates clearly and effectively with both customers and team members.
• Written Communication: Writes clear, detailed, and comprehensive status reports, memos, and documentation. Communicates effectively through CHAT, IM, and email. Adheres to KCS methodology in documentation.
• Problem Solving: Identifies, isolates, and resolves customer issues or escalates when necessary. Utilizes diagnostic tools to resolve problems. Attends weekly Root Cause Problem Solving (RCPS) sessions.
• Analytical Skills: Actively listens to customer issues and adapts to their needs. Demonstrates forward thinking and translates customer information into effective solutions.

• Bachelor's (Graduate) or Equivalent (Preferred)

• Minimum of 1 years of Tech Helpdesk service-related experience in the last 5 years.

• Excellent communication skills.
• Resilience and ability to handle stress effectively.
• Willingness to learn and adapt in a dynamic environment.
• Willingness to work in 24/7 shifts, including weekends and night shifts.

• Strong working knowledge of Windows Operating Systems and ability to navigate them effectively.