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Xceedance is a global provider of consulting and managed services, technology, and data sciences to insurance organizations. With offices in the United States, United Kingdom, Poland, and India, Xceedance helps insurers launch new products, drive operations, implement technology, and deliver advanced analytics capabilities and process optimization. The experienced insurance professionals at Xceedance enable re/insurers, brokers, and program administrators worldwide to enhance policyholder service, enter new markets, boost workflow productivity, and improve profitability. For more information, visit

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Job Summary/ Job Opportunity:

We are seeking a highly organized and proactive IT Helpdesk Specialist with exceptional Excel skills to join our IT support team. The ideal candidate will be responsible for managing the flow of helpdesk tickets, ensuring they are assigned to the appropriate technical resources, following up on ticket closures, and maintaining our Service Level Agreements (SLAs). This role also involves creating and analysing interactive reports and dashboards in Excel to monitor and present ticketing data effectively

Position: System Admin L1 (IT Helpdesk Specialist)

Location: Worcester, MA (ONSITE)

Key Objectives and Major Responsibilities:

Receive and review incoming helpdesk tickets.

Route tickets to the appropriate technical resources based on issue type and severity.

Prioritize tickets to ensure critical issues are addressed promptly.

Follow-up and Closure:

Monitor the progress of tickets to ensure timely resolution.

Follow up with technical teams to gather updates and ensure ticket closure.

Communicate with users regarding ticket status and resolution timelines.

SLA Compliance:

Track and ensure adherence to SLAs for all tickets.

Escalate issues that are at risk of breaching SLAs.

Generate and analyse reports on SLA performance and ticket resolution times

Data Analysis and Reporting:

Develop and maintain interactive reports and dashboards in Excel to track ticketing metrics.

Analyse ticketing data to identify trends, issues, and areas for improvement.

Present data driven insights to management and stakeholders.

Communication:

Serve as the first point of contact for internal teams regarding helpdesk support.

Maintain clear and professional communication with users and technical teams.

Provide updates and feedback to users on ticket progress and outcomes.

Continuous Improvement:

Identify trends and recurring issues to suggest improvements in ticket handling processes.

Participate in team meetings and contribute to process enhancement discussions.

Stay updated with company policies, procedures, and technical knowledge.

Key Capabilities and Competencies:

Microsoft Certified: Enterprise Administrator Expert (MCSE)

Microsoft Certified: Modern Desktop Administrator Associate

Microsoft Certified: Endpoint Manager Administrator Associate

ITIL Foundation Certification

Qualification and Experience

Education and Experience: BE / BTech or Equivalent.

Skills:

Strong organizational and multitasking abilities.

Excellent communication and interpersonal skills.

Proficiency in Excel, including advanced functions, pivot tables, and data visualization tools.

Familiarity with helpdesk ticketing systems (e.g., Jira, ServiceNow, Zendesk).

Basic understanding of IT concepts and troubleshooting.

Ability to work under pressure and meet deadlines.

Whats in it for you and your family?

Competitive, market driven base salaries

Generous PTO plans, including paid Family Leave for both parents

Health, dental and vision insurance plans on day 1

Company provided Life Insurance

A variety of voluntary benefits

401(k) Retirement Savings Plan one day 1

9 paid Holidays

Access to free online training 24/7

EEO Statement

Xceedance provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal or local law. Discrimination of any type will not be tolerated.