Scottsdale, Arizona | USA

DISCOVER your opportunity

Key responsibilities of this role are:

• Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
• Act as a point of contact for colleague issues through phone, chat, email and portal, providing exceptional service in all colleague interactions.
• Provide first line IT support for all AXA XL colleagues across a range of technologies, including desktop applications, printing/scanning, telephony, mobile devices, audio and video conferencing, business applications, etc.
• Perform assessment, triage, research and resolution of basic incidents and requests.
• Engage other Service Desk resources or appropriate second- and third-level service resources to resolve incidents beyond scope of ability or responsibility.
• Ensure incidents and requests are accurately logged, assigned, tracked and responded to in a timely manner, in line with agreed SLA’s; provision of timely communications and maintenance of ownership until closure.
• Take ownership of colleague issues and follow up on the status of issues on behalf of the colleague, communicating progress in a timely manner.
• Communicate with the Colleague Care team where necessary to ensure that escalated issues have proper attention and visibility.
• Create a positive colleague support experience and build outstanding colleague relationships through listening intently to understand the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling colleagues with a consummately professional attitude.
• Update knowledge management system as necessary.
• Identify service improvement opportunities to key service management stakeholders.
• Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
• Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.

SHARE your talent

We’re looking for someone who has these abilities and skills:

• The successful candidate will have some experience in a Help Desk/Service Desk or Customer Service role.
• Outstanding customer service skills and a “customer first” mentality are a must.
• Basic understanding of IT principles and most commonly supported systems.
• Basic technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies.
• Excellent verbal and written communication skills and telephone manner.
• Ability to build outstanding relationships with key stakeholders across the organization.
• Ability to think logically to analyze, troubleshoot and resolve complex issues.
• Must be professional, courteous and enjoy working with people; critical thinking, creativity, and independent judgment are expected.
• Outstanding interpersonal skills and the ability to work within a team.
• Ability to work in a fast paced, high pressure work environment.
• Outstanding ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
• Bachelor's degree or relevant experience required.
• ITIL Foundations Certification a plus.
• Additional language capability in Spanish, French or German is a plus.

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com

Inclusion & Diversity

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe

• Robust support for Flexible Working Arrangements
• Enhanced family friendly leave benefits
• Named to the Diversity Best Practices Index
• Signatory to the UK Women in Finance Charter

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Corporate Responsibility

At AXA XL our approach to corporate responsibility (CR) is the same as our approach to business; constantly seeking to provide innovative solutions to the world’s most complex problems. From offering our expertise, products and services to help build more resilient communities, to advancing understanding and response to climate change, our strategy – Our Impact. Our Future. – aligns key issues that are pertinent to our business – climate, water and financial resilience - and contributes to AXA Group’s purpose to “Act for human progress by protecting what matters.”.

• Climate: We’re reducing our carbon footprint, protecting ecosystems and exploring how our business can help build a better world.
• Water: We’re developing water resilience where it is — and will be — needed most.
• Financial resilience: We’re helping create opportunities for the unemployed and underemployed, so they can be better prepared for unexpected changes.
• Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as our “Hearts in Action” programs.

For more information, please see the Corporate Responsibility section on our website.