Argo Group is a leader in specialty insurance with a vibrant culture built on respect, equality, wellness and opportunity. We’re an innovative organization that’s small enough to be agile and big enough to make a difference in our industry.  

Our flexible workplace is continuously evolving to ensure all employees feel: 

• Comfortable bringing their whole selves to work. 
• Confident that they will be treated respectfully. 
• Recognized for their performance and provided with equal opportunities to succeed. 

At Argo, skill meets opportunity. If you’re wired to raise your hand and ask, “Where can I help?”, you’ll thrive with us. 

Responsibilities:  

• Main duties of a service desk analyst are to handle incoming queries and requests from end users, either via email or over the phone. 
• A service desk analyst is an information technology (IT) professional who helps users resolve issues with computer hardware or software. 
• They respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. 
• They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise. 
• They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. 
• This involves asking questions to determine the full scope of the user’s issue. 
• Service desk analysts escalate user support requests to higher-level support teams and experts if they are unable to resolve the issue on their own. 
• Ensure all Service tickets are resolved using a published Knowledge Base (KB) article. 
• Adhere to the specified response & resolution timelines mentioned in SLA. 
• Act as a trigger for the critical incident management process by involving the technical & Critical incident management team. 
• Coordinate with technical teams to assist in providing accurate & timely updates to the users and customer counterpart till the issue is resolved. 
• Work on value-add activities such as Knowledge base updates and self-development. 
• Discuss operational challenges and constraints with the management in team meetings to ensure timely resolution. 

Qualifications: 

• 2-3+ years University level education or job equivalent experience. 
• Understanding of ITIL frameworks. 
• Experience working in a corporate environment; financial industry. 
• Be able to identify and troubleshoot technical issues with appropriate responses.
• Excellent communications skills.
• Effectively communicate procedures and workarounds.

PLEASE NOTE:  At this time, Argo Group will not sponsor an applicant for employment authorization for this position.

If you have a disability under the Americans with Disabilities Act or a similar law and you wish to discuss potential accommodations related to applying for employment at Argo Group, please contact our Benefits Department at 210-321-8400. 

To all recruitment agencies:  Unless you have been requested to work on this position, or other positions with Argo Group, please do not forward any resumes to Argo Group employees.   Argo Group is not responsible for any fees related to unsolicited resumes.

Argo Group International Holdings, Ltd. is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The company is a wholly owned subsidiary of Brookfield Reinsurance Ltd. Argo and its insurance subsidiaries are rated ‛A-’ by Standard and Poor’s. Argo’s insurance subsidiaries are rated ‛A-’ by A.M. Best. More information about Argo is available at www.argogroup.com.

We are an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical) , including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex (including pregnancy, child birth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by laws or regulations in the locations where we operate. We do not tolerate discrimination or harassment based on any of these characteristics. 

The collection of your personal information is subject to our HR Privacy Notice

Our Benefits

Developing our employees professionally and personally strengthens our organization.
Argo Group offers an attractive Total Rewards package that includes:

• A culture that recognizes performance and empowers employees to excel, offering competitive compensation and merit driven profit sharing.
  
  
• Flexible workplace policies that support employee well-being include compressed hours, flex-time, job-sharing, remote work, sabbatical leave, holiday and summer hours.
  
  
• Comprehensive health, wellness, and financial planning options that employees can tailor to meet their personal and family needs.  In addition to traditional health and wellness plans, benefits include dental, disability, life insurance, medical, and vision insurance, matching 401(k) retirement savings, generous paid time off (21 days of PTO, 11 paid company holidays, 3 floating holidays and a paid voluntary day), paid caregiver and parental leave, paid bereavement, jury duty/court appearances, and military (up to 14 days) leave, employee assistance program (EAP), and an array of voluntary benefits.  
  
  
• Argo Academy, a digital and instructor-led platform that offers continuous learning and professional development – Training magazine lists Argo among the Training "Top 125" Companies.   Argo encourages career mobility and continuing education to pursue and maintain professional and industry designations, in addition to traditional university and higher education programs.
  
  
• An inclusive culture that develops and sponsors diverse teams, encourages cross-functional engagement and collaboration, builds community through employee resource groups (ERGs), and provides an environment that welcomes ongoing dialogue, creative innovation, professional and personal development.
  
  
• Active community outreach and volunteer programs in addition to matching charitable gifts by 100%.
  
  
• A generous Employee Referral program that results in approximately 25% of all new hires annually.