Description:
Tower Hill Insurance Group has an exciting opportunity for a talented Service Desk Operations Analyst who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Florida’s most trusted names in homeowners insurance, but it offers great opportunities for career advancement and personal growth, along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive, team mentality, who want to make an impact, and are committed to a long-term career in the insurance industry.
The Service Desk Operations Analyst serves as a strategic bridge between direct IT Support and operational excellence, delivering comprehensive technical services across multiple stakeholder groups including all office locations, remote workforce, large customer base, external consultants, and an extensive network of independent insurance agents. Combining hands-on technical assistance with advanced data analysis, this position resolves IT-related issues through calls and service desk tickets while driving operational improvements through performance analytics. This role leverages advanced dashboard management, conducts comprehensive audits, and implements process enhancements that elevate service delivery across all stakeholder groups.

EDUCATION

High School Diploma or GED required. Bachelor’s Degree in Computer Science, Engineering, Information Technology, or related field preferred.

EXPERIENCE

Minimum of one (1) to three (3) years of relevant work experience required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Track team metrics and performance indicators to identify trends, bottlenecks, and opportunities for service improvement.
• Analyze Service Desk data to identify and implement process improvements that enhance efficiency and customer satisfaction.
• Evaluate and analyze Service Desk calls for training opportunities and service quality improvements.
• Manage customer satisfaction surveys, analyzing feedback to identify service improvement opportunities.
• Evaluate calls and interactions to identify training needs and opportunities for team development.
• Monitor Service Desk and Systems Infrastructure team performance through comprehensive dashboards and reports to ensure timely service delivery for tickets and customers.
• Monitor and evaluate service delivery quality across all stakeholder groups, implementing corrective actions as needed.
• Assist with Support Jira Automation for the Service Desk Jira Service Management platform.
• Identify opportunities for automation and process streamlining to improve operational efficiency.
• Provide Service Desk support through phone, email, chat, IT tickets, and written requests received daily.
• Deliver service excellence in troubleshooting, resolving, or escalating user issues within established Service Level Agreements (SLAs).
• Monitor Systems Release and Change Management Requests to help route Service Desk tickets to correct Production Issues and/or Incident Response Support.
• Assist in providing support for network infrastructures, IP phones, telephony systems, mobile devices, access control, security cameras, digital signage endpoints, printers, and backup technologies.
• Assist with installations, setup, relocation, configuration, troubleshooting, and support of PC/server hardware and software for users across all locations.
• Manage and maintain SharePoint content, ensuring information is current, accessible, and properly organized.
• Maintain accurate documentation of procedures, configurations, and troubleshooting steps across all supported systems and processes.
• Create and update knowledge base articles for common issues, ensuring comprehensive self-service resources for users.
• Develop and maintain user documentation that supports our diverse stakeholder groups.
• Create policies and procedures and update documentation to meet regulatory and compliance requirements.
• Assist with systems monthly and quarterly audits as necessary, providing documentation and compliance evidence.
• Assist IT Director with small project management initiatives, coordinating resources and timelines.
• Serve as backup for IT Asset Administration including invoice management, hardware tracking, software licensing, hardware audit, and JSM Asset Object management.
• Work with vendors and other technology groups to resolve problems and implement solutions.
• Provide after-hours and weekend support for production systems as needed.

ADDITIONAL DUTIES

This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.
Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.