Service Desk Analyst

As a Service Desk Agent, you will serve as the initial point of contact for end users seeking technical assistance. Your role involves delivering exceptional customer service through effective communication and troubleshooting skills to resolve issues via phone, chat, and deskside support. You will address problems related to PCs, operating systems, applications, and network connectivity, ensuring timely and accurate resolutions. Additionally, you will be expected to read, understand, and follow internal standard operating procedures (SOPs), understand ITIL service transition and service quality, and have a working knowledge of knowledge management as well as first call resolution. Experience with Confluence, SharePoint, or other document sharing and wiki management systems is also required. Key Accountabilities / Deliverables Respond promptly and professionally to incoming service requests through phone, email, and chat channels. Accurately log and categorize incidents and service requests in Jira, maintaining detailed documentation. Perform initial diagnosis of hardware, software, and network issues, providing basic troubleshooting steps and solutions. Escalate complex issues to higher-level support teams or specialists when necessary, ensuring a smooth transition and clear communication. Utilize and contribute to the knowledge base to aid in quicker resolution of common issues and share solutions with the team. Maintain a high level of customer service by keeping clients informed of progress and ensuring that issues are resolved to their satisfaction. Understand and apply ITIL service transition and service quality principles. Manage and maintain knowledge management systems to ensure accurate and up-to-date information. Achieve high levels of first call resolution by effectively addressing and resolving customer issues. Utilize Confluence, SharePoint, or similar document sharing and wiki management systems to manage and share information. Technical Knowledge and Understanding Strong understanding of operating systems (Windows10/11, macOS). Common software applications (Microsoft Office365). Networking fundamentals. Strong verbal and written communication skills with the ability to explain technical concepts to non‑technical users. Excellent problem‑solving skills and attention to detail. Ability to work independently and as part of a team in a fast‑paced environment. Familiarity with remote control tools and diagnostic utilities. Experience and Qualifications High school diploma or equivalent; relevant IT certifications (e.g., CompTIAA+, ITIL Foundation) are a plus. Experience with Jira Service Management or similar ITSM platforms. Proficiency in using Confluence, SharePoint, or other document sharing and wiki management systems. Experience resolving issues such as network connectivity problems, hardware failures, and access issues. Experience in a similar role within a large organization. Eligibility Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over work authorization sponsorship now or in the future for this position. Benefits Competitive salary and opportunities for professional development and advancement. Medical, dental, vision, and life insurances. Short and long‑term disability. Company‑match of 100% of a 6% contribution 401(k) plan. Employee Assistance Plan. Health Savings Account, Flexible Spending Account, Health Reimbursement Account, and a wellness program. Company Information Core Specialty offers a diversified range of property and casualty insurance products for small to mid‑sized businesses. From underwriting offices spanning the U.S., the company focuses on niche markets, local distribution, and superior underwriting knowledge, offering traditional as well as innovative insurance solutions to meet the needs of its customers and brokers. For further information about Core Specialty, please visit In compliance with the Transparency in Coverage rule, issued in 2020 by U.S. Departments of Health, Human Services, Labor and Treasury, our health plan’s machine‑readable files (MRFs) can be accessed via #J-18808-Ljbffr