The Desktop Support Analyst 1 provides technical support to both local and remote Asurion employees through various channels, including in-person assistance, telephone, email, and remote access tools. This role relies on established procedures and hands-on experience to diagnose, analyze, and resolve technical incidents and service requests efficiently.
At Asurion, technology drives our success—and our people sustain it. Delivering exceptional internal customer service is essential to maintaining a productive, positive employee experience and supporting the health of our business.
Incident Resolution & Escalation
Diagnose and troubleshoot technical issues in a timely manner, escalating when appropriate. Ensure clear, consistent communication with end users throughout the support process until issues are resolved.
Customer Service Excellence
Serve as the first point of contact for internal users requiring support and maintenance across desktop computing, mobile devices, and enterprise applications. Provide courteous, professional assistance to all customers.
Ticket Management
Accurately document, track, and close all incidents and service requests using Asurion’s ticketing systems. Maintain detailed records and continuously enhance knowledge of IT products, procedures, and services.
User Training & Knowledge Development
Analyze performance data and user trends to identify training opportunities that improve technology adoption and user proficiency across Asurion’s systems and software.
Continuous Improvement & Stakeholder Collaboration
Act as a proactive stakeholder in improving IT support processes and user experience. Contribute to internal communication and prioritization efforts between local offices and Asurion corporate teams to ensure alignment and consistency.
Project Support
Assist with IT-related components of operational initiatives such as new office setups, relocations, mergers, acquisitions, and new product introductions.
Regional Support & Travel
Provide onsite and remote support to regional Asurion locations as needed. Occasional travel may be required to assist with local office and enterprise initiatives.
Professional Conduct & Compliance
Adhere to Asurion’s policies and procedures regarding Health and Safety, Equality and Diversity, and Information Security. Promote a culture of inclusion, respect, and compliance in all activities.
Customer Relationship Building
Develop and maintain strong relationships with key business stakeholders to identify opportunities for service improvement and technology optimization.
Team Excellence
Model exceptional customer service standards and contribute to a culture of continuous improvement in the internal customer experience.
Proven experience in desktop or end-user support preferred
Strong troubleshooting and problem-solving skills
Excellent communication and interpersonal skills
Ability to prioritize and manage multiple tasks efficiently
Familiarity with Windows, macOS, and mobile device environments
Knowledge of Microsoft 365, Microsoft Intune, Active Directory, ServiceNow, and common enterprise software systems preferred
Commitment to customer service excellence and continuous learning