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Davies North America

Global insurance professional services and tech

Senior Associate - Service Desk Improvement

IT Service Desk & End User SupportUpdated on Nov 13
Full-timePune, Maharashtra, IndiaNo salary listed

About the Job

Requirements

  • Typically 5–9 years of relevant Service Desk experience, including independent handling of complex first-line issues, escalation quality, shift handover, and peer support for the Senior Associate level.
  • Hands-on use of an IT service management tool such as ServiceNow to log, categorise, prioritise, update, resolve, and close incidents and requests.
  • Experience supporting users across Microsoft 365, Windows endpoints, identity and authentication, remote working, connectivity, devices, and common collaboration tools.
  • Experience working to service-level agreements while maintaining accurate ticket documentation and customer communication.
  • A bachelor's degree or equivalent recognised undergraduate qualification in technology, computer science, engineering, or a related discipline; equivalent relevant professional experience may be considered.
  • Strong technical troubleshooting across Windows, Microsoft 365, Outlook, Teams, OneDrive and SharePoint, identity and access, multi-factor authentication and Okta, VPN, Citrix, wireless, devices, peripherals, printers, and approved software.
  • Working knowledge of ITIL-aligned Incident Management, Request Fulfilment, Knowledge Management, escalation, and major incident identification.
  • Ability to distinguish an incident from a request, assess impact and urgency, select the correct service or category, and gather evidence that enables rapid resolver diagnosis.
  • Ability to follow documented procedures and security controls, including identity verification, data handling, approvals, and least privilege.
  • Good written documentation, including concise work notes, reproducible diagnostic steps, resolution details, and effective handovers.
  • Ability to manage competing priorities during high-volume periods, work collaboratively across global resolver teams, and adapt to rotational shifts.
  • For Associate level, demonstrate learning agility, procedural discipline, and readiness to broaden technical coverage.
  • For Senior Associate level, demonstrate sound judgement, coaching capability, queue awareness, quality focus, and confidence challenging incomplete or incorrect routing while retaining customer ownership.
  • Hands-on Service Desk or equivalent first-line technical or customer support experience at the appropriate Associate or Senior Associate level.
  • Demonstrated first-line troubleshooting capability across core workplace technology and authentication and connectivity issues.
  • Excellent spoken and written communication, with evidence of customer ownership and accurate expectation setting.
  • Ability to work approved rotational shifts supporting global operations from the office location only.
  • Proven ability to work to service-level agreements, maintain high-quality ticket records, and escalate with complete diagnostic evidence.
  • Commitment to security, privacy, identity verification, least privilege, and approved procedures.
  • Willingness to use and improve knowledge and learn new services as controlled shift-left is introduced.

Responsibilities

  • Act as a professional single point of contact for IT incidents and service requests through supported channels; verify user identity and capture the affected service, device, location, business impact, and required evidence.
  • Create, categorise, and prioritise tickets using agreed impact and urgency criteria; check known incidents and outages; set clear expectations and provide meaningful updates.
  • Perform structured first-line diagnosis using approved knowledge, remote-support tools, and troubleshooting methods; resolve within authorised capability and confirm restoration before closure.
  • Fulfil approved standard requests only when required information, approvals, and controls are present; route privileged, non-standard, engineering, or business-approval work to the accountable team.
  • Identify potential major incidents and security concerns promptly and engage the defined escalation process without attempting unauthorised investigation or remediation.
  • Escalate unresolved issues with complete diagnostics, error details, screenshots or logs where appropriate, actions already taken, business impact, and a clear next-step request.
  • Retain end-to-end ownership of the customer experience after escalation by monitoring service-level agreement position, following up with resolver teams, coordinating callbacks, and confirming user acceptance before closure.
  • Maintain high-quality work notes, resolution details, closure codes, and shift handovers to support auditability, reporting, Problem Management, and continual improvement.
  • Use approved knowledge articles, identify gaps or outdated content, and create or improve draft knowledge from repeatable resolutions.
  • Follow security, privacy, identity-verification, least-privilege, and data-handling requirements at all times.
  • Contribute to service measures including response, first-contact and first-line resolution, service-level agreement compliance, aged backlog, reopen rate, misrouting, ticket quality, knowledge use, and customer experience.
  • For Senior Associate level, provide floor support, coach Associates, review ticket and escalation quality, support queue health and shift handover, and help validate new first-line procedures before adoption.
  • Provide first-line access, identity, and joiner-mover-leaver assistance, including password resets, account unlocks, multi-factor authentication, Okta and YubiKey support, approved mailbox, distribution and security group and collaboration access, joiner support for missing access or applications, and accurate routing of mover, leaver, guest, auditor, and privileged-access requests.
  • Triage Windows laptops and desktops; troubleshoot peripherals and printers; perform approved application installation or removal through Company Portal, Intune, or SCCM; capture device-build evidence; support mobile and tablet setup and enrolment; and initiate lost or stolen device workflows.
  • Provide first-line support for Outlook, Exchange and Microsoft 365, Teams, OneDrive, SharePoint, shared mailboxes, delegation, supported conferencing tools, Copilot access and standard-use triage, file sharing, removable-media requests, and document-productivity tools.
  • Support connectivity and remote working through VPN, wireless, office connectivity, Citrix, client and external portal access, mobile Wi-Fi and tethering guidance, and initial diagnostics for SFTP or allow-list requests before specialist routing.
  • Provide first-line support for meeting room displays, cameras, microphones, room technology, ClickShare, Teams Voice, Avaya, Genesys, digital fax, call recording, digital dictation, and voice-recognition applications.
  • Provide consistent intake, access triage, and documented installation or add-in support for business and divisional applications; identify outages and route evidence to Product Support, line-of-business teams, or vendors.
  • Provide first-line access and client or browser diagnosis for Power BI, QlikView, and SSRS; route workspace, gateway, dataset, report logic, and underlying-data issues to the accountable owner.
  • For infrastructure-generated contacts, capture user impact and correlate contacts relating to availability, backup and restore, cloud, database, server, network, capacity, or continuity issues; specialist teams retain engineering accountability.
  • Route network and firewall configuration, server provisioning or patching, database administration, cloud or virtual-machine engineering, backup-policy or disaster-recovery design, security monitoring or investigation, application development or defect correction, procurement decisions, and Finance, Payroll, HR, or divisional business-process support unless formally shifted left.
  • Route unsupported, retired, or vendor-owned products according to the approved application support matrix and do not imply technical ownership where none is assigned.

Desired Qualifications

  • ITIL 4 Foundation certification.
  • KCS Fundamentals or equivalent knowledge-management training.
  • Microsoft 365 Fundamentals, Azure Fundamentals, ServiceNow Fundamentals or CSA exposure, CompTIA A+ or Network+, or an equivalent role-relevant certification; certifications support but do not replace demonstrable hands-on Service Desk capability.

About the Company

Davies North America

Global insurance professional services and tech

Davies North America is a global professional services and technology company that began in the UK as an insurance claims manager. It now provides technology, consulting, and legal solutions to clients in regulated industries, including insurance, through managed services, outsourcing, and advisory offerings. The company grows by acquiring other businesses to expand its geographic reach and service capabilities. Its goal is to become a global leader in professional services and technology for regulated industries, particularly in markets like the US, Canada, and Bermuda.

Company size
5,001-10,000
Company stage
Debt Financing
Total funding
$363M
Headquarters
London, United Kingdom
Founded
1968

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