IT Service Representative

2 weeks ago

Dartmouth, Canada BF&M Full time

Reference # JG-16819

Meridia Recruitment Solutions has partnered with BF&M, a leading insurance provider with operations in Bermuda, Halifax and across the Caribbean, to recruit for their IT Service Representative role in Darmouth, Nova Scotia.

BF&M takes great pride in helping their customers protect what matters most, as well as giving back to the communities in which they work. BF&M is comprised of several companies selling health, life, pension, property and casualty insurance products.

**Role Description**:
Reporting to the IT Customer Service Manager, the IT Service Representative role provides high quality customer service to BF&M customers, addressing website support issues and other general business inquiries, while also providing helpdesk support for internal staff.

The ability to function effectively in a team environment is essential, coupled with a passion for customer satisfaction. The post-holder should be reliable and comfortable learning new technical skills while adapting quickly to a new environment and culture.

**Your responsibilities will include**:

- Answer incoming customer calls regarding website support and general business inquiries
- Answer incoming internal staff calls regarding technical end user support
- Manage and prioritize support requests from multiple channels
- Managing users in Active Directory e.g., adding, modifying, and removing users from groups and roles
- Managing network file access permissions
- Diagnosing general hardware, software, network, and systems issues
- Troubleshooting Microsoft Office 365 with an emphasis on Outlook, Word, Excel, and PowerPoint - experience with Teams is an asset
- Escalate and transfer service requests and assignments to other teams based on expertise required
- Become familiar with website navigation and usage
- Guide customers through account setup and password reset functionality on the website
- Ensure tickets are assigned, actioned and closed in a timely manner while managing customer expectations by providing regular updates.
- Become familiar and collaborate with other teams/individuals in the business and IT, for appropriating transfer of workflow when needed
- Internal user management for new users, role changes and terminations
- Proactively staying abreast of company policies and procedures
- Become familiar with BF&M structure, products and people to be able to assist with general business inquiries and escalate requests as needed

**Your Qualifications**:

- 3+ years of continuous hands-on experience working in a helpdesk environment, preferably with a strong focus on resolving IT related issues
- Proven success working in a service-oriented environment coupled with people skills and a customer service-oriented mindset
- Must have a strong focus on customer service and process improvement
- Must be capable of taking ownership of service-related issues and tracking to resolution
- Industry knowledge of financial services, healthcare, or another highly regulated environment would be desirable
- Good communication skills for liaising and communicating with both internal and external customers
- Able to build and maintain lasting relationships with other departments
- Strong work ethic and positive team attitude
- Experience using and troubleshooting Microsoft Office 365 with emphasis on Outlook, Word, Excel, and PowerPoint - experience with Teams is an asset
- Proficient in Microsoft Windows desktop operating system
- Strong PC hardware setup and configuration experience
- Ability to identify key issues; creatively and strategically overcome internal challenges or obstacles
- Ability to prioritize, multitask and work under pressure

**Who we are**:
At BF&M, great talent is at the core of our success across all jurisdictions in which we operate. Key programs are dedicated to appreciating and developing our people through training resources, performance reviews, bonus awards, sports and social events and various opportunities to share knowledge with colleagues from around the world. We strive to be an equal opportunity employer that is committed to diversity and inclusion in the workplace. We offer flexible working arrangements with a hybrid model of working in the office and at home.

For more information contact Brooke Ireland, Senior Consultant at 902-421-1214. If you require accommodation to participate in the recruitment process, please let Brooke know.
- To learn more about Meridia Recruitment Solutions, our job opportunities, and career advice we invite you to explore our site and subscribe for career alerts._

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