Service Desk Representative Analyst II

Job title: Service Desk Representative Analyst II

Pune, Maharashtra, India

Hybrid – Work a weekly schedule with some in-office days and some days remote.

Early Career Professional

Customer Service & Experience

Job # : R35236

Key aspects of the role:

• Drive sales growth by engaging with interested prospective customers- all while working remote
• No cold calling— Connect through inbound calls and proactive outbound calls with active insurance shoppers
• Enjoy competitive compensation with a base salary + uncapped performance-based incentives
• Sell reputable products from Allstate and our family of brands

Role overview

Keys to Success

Working in Sales

Working together

Role overview

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

The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.

Key Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.

• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.

• Provide technical support for both hardware and software issues encountered by users.

• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.

• Analyze and resolve technical problems, including network, hardware, and software issues.

• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.

• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 0-2 years experience (Preferred)

• Supervisory Responsibilities

• This job does not have supervisory duties.

• Primary Skills

• Information Technology (IT) Systems

• Shift Time

• 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

• The Service Desk Representative Analyst II is a member of the IT support team, responsible for handling technical issues and providing support to users across the organization. This role requires an understanding of IT systems, problem-solving skills, and the ability to communicate effectively with users and IT personnel.

Key Responsibilities

• Collaborate with IT teams to implement system improvements and participate in the deployment of new applications and services.

• Train and mentor less experienced service desk analysts, sharing expertise and promoting a culture of continuous learning and improvement.

• Provide technical support for both hardware and software issues encountered by users.

• Develop and maintain detailed documentation of common issues and resolutions to enhance the knowledge base.

• Analyze and resolve technical problems, including network, hardware, and software issues.

• Monitor system performance and contribute to system audits to ensure compliance with IT standards and policies.

• Manage ticket escalation by prioritizing and routing complex issues to appropriate IT personnel.

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 0-2 years experience (Preferred)

• Supervisory Responsibilities

• This job does not have supervisory duties.

• Primary Skills

• Information Technology (IT) Systems

• Shift Time

• Recruiter Info

• Nikita Vasant Torne

• 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. One where you can shape the future of protection while supporting causes that mean the most to you. Joining our team means being part of something bigger – a winning team making a meaningful impact.

• 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.

• Read more

• Keys to Success

• At Allstate, it’s all about teamwork, flexibility, and thinking ahead. We all contribute to the bigger picture, combining unique ideas to design innovative, more affordable protection solutions for customers.

We look for candidates with these skills to help us achieve that goal:

• Learning agility

• Quickly adapt to new situations, continually build new skills, experiment, and embrace new ways of doing things

• Customer centricity

• Deliver exceptional experience with a customer-first mindset and human-centered design

• Digital literacy

• Discover and apply emerging digital technology tools, data and insights.

• Results-oriented

• Start with measurable outcomes and drive results with speed

• Inclusive leadership

• Integrate diverse viewpoints into decision-making processes to enhance creativity and innovation

• Together, we’re all working toward Our Shared Purpose, using our strengths to make a real difference for our people, our customers, our company, and the world around us.

• Working in Sales

What We Do:

• As an expert on our products and services, you can give customers personalized attention and innovative solutions to make their lives easier.

How We Support You:

• Starting day one, you’ll have access to resources and incentives to keep you feeling challenged and excited about your careers.

Make An Impact:

• As a member of our sales team, you’ll bring a sense of ease and support to customers looking for a better understanding of their protection options. Whether in the field or talking to customers over the phone, you’ll continue to build trust in who we are and what we do.

• Working together

• You’re in Good Hands is more than a promise we make to our customers. It’s a promise we make to our employees, too.

• We want you to love where you work. That starts with the freedom to be yourself. Our workplace flexibility and f