Service Desk Representative - Sr. Specialist
 Allstate Insurance | |
 United States, Illinois | |
 Jul 22, 2025 | |
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National General is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. We offer home, auto and accident and health insurance, as well as other specialty niche insurance products, through a large network of independent insurance agents, as well as directly to consumers. Job Description The ATSV-Service Desk Representative-Senior Specialist acts as the central point of contact for employees, contingent workers, and customers to resolve Level I incidents in a timely fashion. This role escalates unresolved incidents and service requests to the proper Level II and III support teams. Key Responsibilities* Troubleshoots and resolve tickets within SLA related to operations and end-user requests * Troubleshoots basic end-user issues on various platforms, to include software, hardware, network and telecommunications systems, as well as provides basic desktop support * Provides training and coaching to less experienced team members * Supports 24x7x365 on-call rotation * Processes escalated tickets and investigates complex issues * Makes complex ideas or situations clear, simple, and / or understandable * Provides daily team activity reporting updates to leadership * Assists in troubleshooting and solving complex issues * Escalates system issues to support teams * Contacts support teams to assist with incident resolution regarding system outages Education* High School Diploma or GED (Preferred) Experience* 0-2 years experience (Preferred) Supervisory Responsibilities* This job does not have supervisory duties. Education & Experience (in lieu)* In lieu of the above education requirements, an equivalent combination of education and experience may be considered. #LI-TH1 Compensation National General Holdings Corp., a member of the Allstate family of companies, is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A- (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products. Companies & Partners Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident. Benefits National General Holdings Corp. is an Equal Opportunity (EO) employer - Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas. In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000. 
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