IT Service Representative

Reference # JG-15716

Meridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their IT Service Representative role in Halifax, Nova Scotia.

BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in which they work. BF&M is comprised of several companies selling health, life, pension, property and casualty insurance products.

Role Description:

Reporting to the IT Customer Service Manager, the IT Service Representative role provides high quality customer service to BF&M customers, addressing website support issues and other general business inquiries, while also providing helpdesk support for internal staff.

The ability to function effectively in a team environment is essential, coupled with a passion for customer satisfaction. The post-holder should be reliable and comfortable learning new technical skills while adapting quickly to a new environment and culture.

Your responsibilities will include:

• Answer incoming customer calls regarding website support and general business inquiries
• Answer incoming internal staff calls regarding technical end user support
• Manage and prioritize support requests from multiple channels
• Managing users in Active Directory e.g., adding, modifying, and removing users from groups and roles
• Managing network file access permissions
• Diagnosing general hardware, software, network, and systems issues
• Troubleshooting Microsoft Office 365 with an emphasis on Outlook, Word, Excel, and PowerPoint - experience with Teams is an asset
• Become familiar with the various BF&M applications and tools used across the organization
• Escalate and transfer service requests and assignments to other teams based on expertise required
• Become familiar with website navigation and usage
• Guide customers through account setup and password reset functionality on the website
• Assist internal employees with application and network access and general usage, escalating to appropriate team where needed
• Ensure tickets are assigned, actioned and closed in a timely manner while managing customer expectations by providing regular updates.
• Optimize ticket flow via appropriate naming conventions, categorization, and assignment of tickets based on subject matter and expertise required
• Become familiar and collaborate with other teams/individuals in the business and IT, for appropriating transfer of workflow when needed
• Internal user management for new users, role changes and terminations
• Become familiar with the various BF&M applications and tools used across the organization
• Proactively staying abreast of company policies and procedures
• Become familiar with BF&M structure, products and people to be able to assist with general business inquiries and escalate requests as needed

Your Qualifications:

• 3+ years of continuous hands-on experience working in a helpdesk environment, preferably with a strong focus on resolving IT related issues
• Proven success working in a service-oriented environment coupled with people skills and a customer service-oriented mindset
• Must have a strong focus on customer service and process improvement
• Must be capable of taking ownership of service-related issues and tracking to resolution
• Industry knowledge of financial services, healthcare, or another highly regulated environment would be desirable
• Good communication skills for liaising and communicating with both internal and external customers
• A high level of motivation and be self-directed together with strong problem identification and problem resolution skills in a breadth of subject areas
• Able to build and maintain lasting relationships with other departments
• Strong work ethic and positive team attitude
• Experience using and troubleshooting Microsoft Office 365 with emphasis on Outlook, Word, Excel, and PowerPoint - experience with Teams is an asset
• Proficient in Microsoft Windows desktop operating system
• Ability to quickly learn and adapt to the use of new applications in order to provide efficient end user support
• Strong PC hardware setup and configuration experience
• Ability to identify key issues; creatively and strategically overcome internal challenges or obstacles
• Ability to prioritize, multitask and work under pressure

To express interest in this opportunity, please click on the "Apply Now" button below.

For more information contact Brooke Ireland, Senior Consultant at 902-421-1214. If you require accommodation to participate in the recruitment process, please let Brooke know.

Meridia Recruitment Solutions connects leading organizations with top talent by building strong relationships and creating ideal matches with candidates because we are only successful when you are. We appreciate your interest in this opportunity.

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