The Role
Process user access requests and manage accounts (creation, provisioning, resets, disabling) via ticketing/email. Provide phone/email support, troubleshoot access issues, document actions, update knowledge base, prepare reports, escalate as needed, and meet SLAs/KPIs while ensuring user satisfaction and confidentiality.
Summary Generated by Built In
Responsible for processing user access requests, following established and documented desktop procedures.
Responsibilities- Performs user account management including account creation, password resets, access provisioning, and disabling user accounts when requested.
- Processes access requests submitted through ticketing system and/or email according to standard desktop procedures and service level commitments.
- Documents all actions and solutions according to standard desktop procedures.
- Provides telephone and/or email support related to access requests.
- Ensures user satisfaction including taking ownership of open tickets and ensuring issues are fully resolved or re-assigned to next level for assistance.
- Assists in troubleshooting and resolving access-related issues.
- Keeps co-workers and others informed regarding the status of tickets.
- Escalates or assigns issues to the relevant team as necessary.
- Prepares and distributes reports.
- Updates knowledge base information.
- Ensures line management are immediately made aware of high priority or high impact issues.
- Manages, meets and maintains service levels and ensure all tickets are dealt with in accordance with the service level agreements (SLA) and internal key performance indicators (KPI).
- Uphold the Crawford Code of Business Conduct at all times.
- Bachelor's degree in Information Systems/Technology or any related course.
- Two (2) or more years of experience in a technical support role.
- Customer service or Service Desk experience.
- Ability to establish and maintain effective customer-focused working relationship.
- Handles phone calls in a professional manner.
- Strong verbal and written communication skills, communicating clearly and effectively in English.
- Excellent problem solving and troubleshooting skills.
- Analyze, solve and communicate solutions to problems in an efficient, clear, and understandable manner.
- Handle multiple demands and competing priorities and adapt to new ideas and changes.
- Reach sound, logical conclusions regarding user needs and requirements.
- Read, interpret, explain and apply technical information for technical and non-technical users.
- Attention to detail and focus on quality.
- Allocate time effectively, work under pressure and manage tight deadlines.
- Maintain confidentiality and security of sensitive information.
- Make sound, independent decisions within established guidelines.
- Work collaboratively and effectively as a team member.
Skills Required
- Bachelor's degree in Information Systems, Technology, or related field
- Two or more years of experience in a technical support role
- Customer service or Service Desk experience
- Ability to establish and maintain effective customer-focused working relationships
- Professional phone handling skills
- Strong verbal and written communication skills in English
- Excellent problem solving and troubleshooting skills
- Ability to analyze, solve, and communicate solutions clearly to technical and non-technical users
- Ability to handle multiple demands, competing priorities, and adapt to change
- Attention to detail and focus on quality
- Ability to allocate time effectively and work under pressure to meet tight deadlines
- Maintain confidentiality and security of sensitive information
- Make sound, independent decisions within established guidelines
- Work collaboratively and effectively as a team member
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The Company
What We Do
Based in Atlanta, GA Crawford & Company(R) (www.crawco.com) is the world's largest publicly listed independent provider of claims management and outsourcing solutions to carriers, brokers and corporates, with an expansive global network serving clients in more than 70 countries. The company’s shares are traded on the NYSE under the symbols CRD-A and CRD-B.
