Hannover Re · 19 hours ago
IT Service Desk Analyst Level II, 3009
Orlando, FL
Full-time
Hybrid
Mid, Senior Level
$68K/yr - $92K/yr
6+ years expHannover Life Reassurance Company of America (Hannover Re) is currently seeking talented candidates for the IT Service Desk Analyst Level II position. This role involves providing higher level IT support to remote and local office workers, conducting user training, and resolving IT issues efficiently as part of a global service desk team.
Financial ServicesHealth InsuranceInsurance
Responsibilities
Provides next level support of Group Level IT services by responding to voice calls, e-mails, tickets, and face-to-face user inquiries
Ensures a timely processing of all incidents or problems tickets relating to Group services (e.g., MS Teams, e-mail, file services and internet related functions., etc.)
Focuses more on resolving Group IT incidents
The Service Desk is responsible for supporting all IT services provided to the Hannover offices located in the AMERICA’s
Utilizing our Group Service Now ticketing system, accurately records and resolves service desk calls in a timely manner
Adheres to published Group workflows, procedures, and audit standards
Adequately documents solutions in our Service Now central knowledge base to expedite future issue resolution times
Coordinates the solution of incidents with Group level support teams at different locations
Collaborates closely with Group Service Desk and Engineering to ensure rapid resolution of issues and timely knowledge sharing
Accepts, verifies, and completes activities related to user generated incidents or requests
Accurately documents all service requests from fulfillment workflows (pre-configured but also manually created)
Provides user education and training as required and perform new hire onboardings to ensure new employees are comfortable with Hannover’s technology portfolio
Actively tracks and communicates with the users during the ticket resolution process
Provides hands-on troubleshooting /support of Hannover and 3rd party provided IT services or software
Creates, reviews and updates documentation related to all IMACD processes to ensure standardization and repeatability
Acts as a Service Desk escalation point for resolving Cloud and hosted server and VDI issues as required
Provides direction to Service Desk Analyst-Level I
Completes the day-to-day maintenance and configuration; including all IMAC related activities, of all company provided devices /equipment (e.g., workstations, laptops, printers, and mobile devices)
Will image and configure computer devices as required
Be prepared to ship or retrieve company devices from remote and office-based employee’s or consultants
Assists with asset management to ensure all IT related hardware is accurately recorded, issued, and recovered
Assists in asset management process to ensure all IT related hardware is accurately recorded
Explains day-to-day IT information to users and his team as needed
Qualification
Required
Bachelor's degree in Computer Science, Information Systems or equivalent theoretical knowledge and experience
6 or more years of IT work experience with demonstrated working knowledge in a related field
Microsoft professional level certification in M365 or Windows Server (or working to achieve)
Strong hardware/software troubleshooting skills
Intermediate knowledge of Active Directory, Windows Server, current Windows OS versions and collaboration tools like MS Teams
Associate level of knowledge of Microsoft office products (including M365 and Azure Cloud)
Self-motivated with Strong Customer Service focus and professional attitude
Strong verbal, written and interpersonal communication skills; ability to build rapport and achieve consensus within the Global IT organization
A keen attention to detail and the ability to prioritize and work under pressure; Ability to multi-task and work within tight deadlines
Preferred
Strong working experience with Service Now or other IT Service Management ticketing system
Professional level certification in a major cloud provider (Azure or AWS preferred)
Intermediate knowledge of IT processes e.g., ITIL framework
Practiced knowledge of Laptop repair
Professional level experience with VDI platforms like Citrix or Azure AVD
Excellent documentation skills
Experienced in risk-based decision making
Benefits
Comprehensive medical, dental, and vision
Paid Time Off (PTO)
Company provided life insurance and disability benefits
401(k) and profit sharing
Additional ancillary benefits available
Company
Hannover Re
Hannover Re is a reinsurance company that transacts all lines of property, casualty, life, and health reinsurance.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1994-11-30IPO
Leadership Team
Tiffany Norman
President and CEO
Christian Hermelingmeier
CFO
Recent News
2026-01-05
Fintech News Philippines
2025-11-19
Company data provided by crunchbase