Global Service Desk - Case Management Lead

Fort Worth TX
February 11 2019
Insurance, Securities
Functional Area:

IT - Information Technology

Estimated Travel Percentage (%): No Travel

Relocation Provided: No

AIG Technologies,Inc.(US)

Case Management Lead

End User Services Global Service Desk

This document describes the job duties of the Case Management Lead for the Global Service Desk.

Summary of Responsibilities

The Case Management Lead for the Global Service Desk will serve as liaison between the end users and various IT resolver groups helping prioritize service issues impacting the end users. This role will also be primarily responsible for managing and tracking escalations to ensure feedback is proactively provided to the appropriate teams to prevent re-occurrences.

Job Description

  • Serve as a Single Point of Contact (SPOC) to end / business users for service issues and work with appropriate IT teams to ensure the service issues are addressed.
  • Maintain a Case Management/Escalation mailbox.
  • Track and report all escalations reported by end / business users on a monthly basis.
  • Proactively monitor open Incidents and Requests and follow up with the appropriate resolver teams for breached or about to be breached tickets.
  • Proactively communicate planned changes which may possibly impact end / business users.
  • Work with GCC on High Severity issues impacting multiple users and periodically communicate updates to the end / business users on status.
  • Provide weekly / monthly reports of open and closed tickets (Case age, SLA, MTTR, etc.)
  • Provide coaching and feedback to Global Service Desk staff to address issues identified during the RCA process for Escalations.
  • Interact with technical support groups as needed to resolve complex issues and problems.
  • Work with the Global Service Desk Training and leadership team to establish trends that need improvements and provide coaching and feedback as required.
  • Maintain a Case Management/Escalation mailbox.
  • Track all correspondence in SharePoint for reporting purposes.

Skills Required

  • One to three years of help desk support experience in a Microsoft environment that includes Windows, Outlook, Notes, and other applications using an incident-tracking application.
  • Relevant industry certifications are a plus (i.e., MCSE, A+, HAD*, etc.).
  • Understanding of ITIL practices and/or processes.
  • Ability to work across organizational boundaries in a professional manner.
  • Excellent verbal and written communication skills.
  • High level of interpersonal skills including active listening and understanding.
  • Good organizational skills and the ability to prioritize workloads.
  • Excellent interpersonal skills and email/telephone manners.
  • Broad knowledge of IT products, services, and terminology.
  • Customer focused.
  • Proactive.
  • Self-Motivated.
  • Patient.
  • Innovative.
  • Flexible.

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.