IT Infrastructure Analyst II

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.

Key Responsibilities:

• 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.
  
  

Additional Responsibilities (if applicable):

• 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.
  
  

Soft Skills

• 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.
  
  

Qualifications:

Education:

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

Experience:

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

Abilities:

• 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.
  
  

Specialized Knowledge:

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

Primary Skills

Customer Centricity, Digital Literacy, Inclusive Leadership, Learning Agility, Results-Oriented

Shift Time

Recruiter Info

Aparna Takawale

[email protected]

About Allstate

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. And one where you can impact the future for the greater good.

You’ll do all this in a flexible environment that embraces connection and belonging. And with the recognition of several inclusivity and diversity awards, we’ve proven that Allstate empowers everyone to lead, drive change and give back where they work and live.

Good Hands. Greater Together.

The Allstate Corporation is one of the largest publicly held insurance providers in the United States. Ranked No. 84 in the 2023 Fortune 500 list of the largest United States corporations by total revenue, The Allstate Corporation owns and operates 18 companies in the United States, Canada, Northern Ireland, and India. Allstate India Private Limited, also known as Allstate India, is a subsidiary of The Allstate Corporation. The India talent center was set up in 2012 and operates under the corporation's Good Hands promise. As it innovates operations and technology, Allstate India has evolved beyond its technology functions to be the critical strategic business services arm of the corporation. With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.