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IT Helpdesk Engineer

Job Level:  Professional
Location: 

Dublin, IE, D12 P651

Due Date:  06/01/2022
Area of Expertise:  IT & Tech Engineering
Unit:  Allianz Technology
Job Type:  Full-Time
Remote Job:  Home office due to Covid-19
Employment Type:  Permanent
ID:  3850

Allianz is the home for those who dare – a supportive place where you can take the initiative to grow and to actively strengthen our global leadership position. By truly caring about people – both its 85 million private and corporate customers and more than 142,000 employees – Allianz fosters a culture where its employees are empowered to collaborate, perform, embrace trends and challenge the industry. Our main ambition is to be our customers’ trusted partner, instilling them with the confidence to grow. If you dare, join us at Allianz Group. 
 
At the core of the Group’s strength lies digitalization and its promise of growth opportunities through a ‘digital by default’ strategy. Allianz Technology is the principal driver behind transforming Allianz into a digital group – a quest to which nearly 7,500 Allianz Technology employees around the globe have committed themselves. Allianz Technology equips the Group with the most cutting edge digital solutions in the industry, bringing Allianz to the fingertips of its customers. At Allianz Technology, innovation is more than a buzzword; it is the business of the day, every day. 
 
Allianz Technology Ireland, based in Park West, Dublin 12 & Elmpark, Merrion Road in Dublin 4 and services 4 customers and circa 2, 000 users in Dublin, Belfast and Donegal as well as other locations and approximately 5000 external broker and partner customers.

Main Tasks/ Responsibilities 

  • Acts as 1st and 2nd line (Phone, Chat, Desk) point of contact for queries on AZ Technology's' IT and non-IT products and services
  • Monitors and responds quickly and effectively to phone calls and tickets assigned to the queue
  • Ensures that sufficient relevant information is gathered and maintained as part of the ticket handling process
  • Uses an array of relevant software applications, policies and operating procedures to resolve problems to the users satisfaction
  • Reacts to customer complaints and suggests solutions when a product / service malfunctions
  • May forward tickets to the next level of support, if applicable
  • Maintains kowledge base to support end user self service
  • Perfoms root cause analysis to support continous improvements in service delivery and customer experience
  • Performs operational duties, such as filing, compiling and/or posting records on solved cases and solutions
  • Addresses issues and escalations within the area of responsibility and may compile reports on overall customer satisfaction

 

Key Competencies 

  • Knowledge of the Group and Allianz Technology structure, standards, relevant processes, products and services
  • Engaging in customer satisfaction and customer relationship management
  • Applying verbal and written communication skills as well as research and problem solving skills
  • Experienced in the application of commonly-used concepts, practices, procedures and IT tools for end user technical support
  • Living the four Allianz People Attributes: Customer & Market Excellence, Collaborative Leadership, Entrepreneurship and Trust

 

Qualifications 

  • Higher education degree
  • Additional specialized education, e.g. in IT, insurances
  • Relevant work experience in the related field in a high-traffic customer service setting
  • Fluency in English plus additional language skills appreciated, e.g. local language, German, French, Italian, Spanish

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

Great to have you on board. Let's care for tomorrow.

Note: Diversity of minds is an integral part of Allianz’ company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company expects from its employees a general openness and a high motivation to regularly change positions and collect experiences across Allianz Group.