Level 3 Call Center Analyst

New York Life Insurance Company (“New York Life” or “the company”) is the largest mutual life insurance company in the United States*. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterrey New York Life in Mexico.


New York Life is one of the most financially strong and highly capitalized insurers in the business. The company reported 2016 operating earnings of $1.954 billion. Total assets under management at year end 2016, with affiliates, totaled $538 billion.  As of year-end 2016, New York Life’s surplus was $23.336 billion**.  New York Life holds the highest possible financial strength ratings currently awarded to any life insurer from all four of the major ratings agencies: A.M. Best, A++; Fitch AAA; Moody’s Aaa; Standard & Poor’s AA+. (Source: Individual Third Party Ratings Report as of 8/17/16).


Financial strength, integrity and humanity—the values upon which New York Life was founded—have guided the company’s decisions and actions for over 170 years.


Role: 3rd Level Help Desk Analysts - Field Technology Agent Support


Role Summary

Service desk professional providing direct customer support to resolve technical issues. Provides feedback and support to team members and other IT staff to collaboratively work towards timely problem resolution. Gather information and problem-solving data for the benefit of the team.


 Key Responsibilities

  • Hours of Work: Monday to Friday from 1:00PM to 9:00PM
  • Provide technical and “how-to” business support to NYL custom online application - eApp online and NYLIC University Online.
  • Provide technical support & troubleshooting for NYL required Full Disk Encryption solution and for local Agent PC software installation
  • Provide technical support for diverse computer configurations for a “Bring Your Own Device” (BYOD) support audience of agents (e.g. Lenovo, HP, Toshiba, Dell, ASUS, Microsoft, Apple MAC)
  • Provide technical support for various multiple mobile device types (e.g. Apple iPhone & iPad, Samsung, HTC Droid Smartphone’s & tablets, Blackberry)
  • Provide technical Support in wired & wireless internet connectivity using Internet Browsers
  • Provide ad hoc training for NYL Agency Portal Applications to agent offices upon request (e.g. PCS, NYLIS, Viewers, Outlook)
  • Technical expertise in working with Windows 7, 8, 10, MS Office, Alternate E-Mail Clients
  • Technical expertise for windows peer-to-peer networking including configuration of TCP/IP shares
  • Spyware and Virus problem resolution & troubleshooting skills
  • Information gathering and statistical analysis
  • Excellent problem determination skills and ability to identify key issues/relationships
  • Ability to develop and institute problem resolutions as needed
  • Ability to work with back-end support to ensure timely problem resolution
  • Ability to be a decision maker, review problems and escalate accordingly
  • Positive customer service attitude
  • High level of maturity and sense of responsibility and urgency
  • Must be able to work in a team environment
  • Provide 3rd level technical support for Agent Help Desk
  • Provide efficient, effective & courteous customer support to NYL agents via phone & remote access
  • Ability to analyze call/problem trending and report results
  • Effect process change and manage team procedural communication content in a clear manner


Previous Experience

  • Typical candidates will possess 5+ years of experience in a technical helpdesk role.
  • Experience with helpdesk ticketing systems and processes, logging and updating all trouble tickets
  • Experience with managing service levels in a help desk environment
  • Experience with systems monitoring tools for a help desk environment
  • Experience working within a technology support organization within a business environment


 Required Skills / Knowledge

  • Technical expertise in Microsoft Exchange
    • Exchange setup in Outlook
    • Exchange setup in Mobile Devices
    • Advanced Outlook Client sharing management
    • Manage MS Outlook profile
    • Troubleshoot MS Exchange
    • OWA Access
  • Effective analytical and problem solving skills
  • Proficient in Microsoft Office Suite applications
  • Strong customer service focus; is always seen by customers as professional and helpful.
  • Strong written and verbal communication skills with the ability to clearly and concisely document calls and resolutions
  • Possesses knowledge of desktop hardware and software and able to address issues by following established procedures.
  • Possesses expertise in desktop hardware and software and the ability to resolve customer issues.
  • Courteous and tactful always with customers and IT colleagues.
  • Effectively probes customers to determine the actual nature, or underlying cause, of a user problem.
  • Position requires a strong orientation towards customer service.
  • Comfortable in a continual dialogue with customers that may be vague, confusing, and/or stressful at times.
  • Diffuses problem situations effectively
  • Ability to grow within the organization


 Education / Training

  • Bachelor's degree and/or equivalent work experience







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*Based on revenue as reported by “Fortune 500, ranked within Industries, Insurance: Life, Health (Mutual),” Fortune Magazine, June 17, 2016.  See http://fortune.com/fortune500/  for methodology.

**Total surplus, which includes the Asset Valuation Reserve, is one of the key indicators of the company’s long-term financial strength and stability and is presented on a consolidated basis of the company.


1. Operating earnings is the key measure use by management to track Company’s profitability from ongoing operations and underlying profitability of the business. This indicator is based on generally accepted accounting principles in the US (GAAP), with certain adjustments Company believes to be appropriate as a measurement approach (non GAAP), primarily the removal of gains or losses on investments and related adjustments.


2. Assets under management represent Consolidated Domestic and International insurance Company Statutory assets (cash and invested assets and separate account assets) and third party assets principally managed by New York Life Investment management Holdings LLC, a wholly owned subsidiary of New York Life Insurance Company.

New York Life Insurance Co
Full time
White Plains, New York 10601, US