1. Daily Duties
1.1. Service Desk Knowledge Expectations
1.1.1. McAfee Antivirus
1.1.1.1. Updating Security via McAfee Agent
1.1.2. Active Directory
1.1.2.1. Password Resets
1.1.2.2. Unlocking Accounts
1.1.2.3. Changing Domain Controllers
1.1.2.4. Troubleshooting Windows Cached Credential Manager
1.1.3. Microsoft Office 365
1.1.3.1. Outlook
1.1.3.2. Teams
1.1.3.3. Skype for Business
1.1.3.4. Excel
1.1.3.5. Word
1.1.4. DUO
1.1.4.1. Sending Activation links
1.1.5. Bitlocker
1.1.5.1. Providing Bitlocker Recovery keys
1.1.6. Web Browser Troubleshooting
1.1.6.1. Chrome
1.1.6.1.1. Workday
1.1.6.1.2. ZERO
1.1.6.1.3. Compatible with 3rd Party Vendor Sites
1.1.6.1.4. Works with most Everest Apps/Portals
1.1.6.2. Internet Explorer
1.1.6.2.1. Clearing Cache
1.1.6.2.2. Compatibility Mode
1.1.6.2.3. Awareness of current IE Version per IE only Everest Applications ex: Policy Decisions
1.1.6.3. Firefox
1.1.6.3.1. niche users
1.1.6.3.2. Install from Software Center
1.1.7. Software Center
1.1.7.1. All Everest published/available software
1.1.7.2. Software presented based on Access in GP
1.1.8. Policy Decisions
1.1.8.1. Unlocking Policies via SAN # (All Service Desk can do in PD site)
1.1.9. Pulse Secure VPN
1.1.9.1. Everest VPN client using DUO 2FA
1.1.10. Hardware Troubleshooting
1.1.10.1. Docking Stations
1.1.10.2. Keyboards
1.1.10.3. Multiple Monitors
1.1.10.4. Printer Setup
1.1.11. Network Troubleshooting
1.1.11.1. VPN
1.1.11.1.1. *ability to determine if their connected to there home network regardless of VPN
1.1.11.2. Connecting to iPhone hotspot
1.1.11.3. RDP session cannot connect
1.1.11.3.1. Local Physical Restart to machine
1.1.11.4. AWS cannot connect / unhealthy workstation
1.1.11.4.1. Regional Support takes care of all AWS restarts in the AWS console
1.1.12. Webex
1.1.12.1. Installs in Software Center
1.1.12.1.1. Webex Meetings
1.1.12.1.2. Webex Calling
1.1.12.2. Password Reseet
1.1.12.2.1. We can only direct user to forgot your password link to be sent to email for reset
1.2. Answering Incoming Calls
1.2.1. Vonage
1.3. Tickets Assigned to Group
1.4. Open Unassigned Tickets
1.5. Open Calls
1.6. Service Desk Toolkit
1.6.1. Active Directory
1.6.2. Windows Remote Assistance
1.6.3. Software Center
1.6.4. Outlook
1.6.5. Chrome
1.6.6. Snipping Tool
1.6.7. Internet Explorer
1.6.8. CMD
1.6.9. ServiceNow
1.6.10. DUO
1.6.11. ReACT
1.6.12. Client Access
1.6.13. MemberAdmin
1.6.14. Policy Decisions
2. Catch and Dispatch
2.1. Assignment Groups
2.1.1. Galaxy Reporting
2.1.1.1. Applications
2.1.1.1.1. Power BI - Reinsurance
2.1.2. EZ Flow
2.1.2.1. Applications
2.1.2.1.1. EZFlow
2.1.3. BOSS Policy
2.1.3.1. Applications
2.1.3.1.1. Policy Decisions
2.1.4. Catapult
2.1.4.1. Applications
2.1.4.1.1. TouchStone
2.1.4.1.2. QCrusher
2.1.4.1.3. CATAPULT Reporting - (DNF Fac)
2.1.4.1.4. CATAPULT RE - (CAT Pricing Tool)
2.1.4.1.5. RiskLink
2.1.5. BOSS Operations
2.1.5.1. Applications
2.1.5.1.1. WINS
2.1.5.1.2. ESCAPE
2.1.5.1.3. ConceptOne (C1)
2.1.5.1.4. C - Ceries
2.1.5.1.5. CASTATES
2.1.5.1.6. Catapult Integration
2.1.5.1.7. ClaimCenter
2.1.5.1.8. Collections
2.1.5.1.9. Clearsight
2.1.5.1.10. Claims Kit Automation
2.1.5.1.11. DB States
2.1.5.1.12. Direct Bill Statements
2.1.5.1.13. DMV Databases
2.1.5.1.14. ENIC
2.1.5.1.15. ES Toolkit
2.1.5.1.16. ESU Guidewire
2.1.5.1.17. Everest National Client Access
2.1.5.1.18. Everest On-Line Payments (EOP)
2.1.5.1.19. Everlink
2.1.5.1.20. EverPedia
2.1.5.1.21. Experian
2.1.5.1.22. FTP
2.1.5.1.23. Global XL Pro
2.1.5.1.24. Guidewire Policy Center
2.1.5.1.25. ImageRight
2.1.5.1.26. International Data Warehouse
2.1.5.1.27. Invoicing
2.1.5.1.28. Iseries
2.1.5.1.29. ISO
2.1.5.1.30. Jira
2.1.5.1.31. Loram Workbook
2.1.5.1.32. Loss Run Request
2.1.5.1.33. LossWare
2.1.5.1.34. Monthly Self Reporter(MSR)
2.1.5.1.35. Oceanwide (OW)
2.1.5.1.36. Oden Terminator
2.1.5.1.37. PA Interface (SSIS)
2.1.5.1.38. Peak - QlikView
2.1.5.1.39. Peak 2.0
2.1.5.1.40. Policy Pro
2.1.5.1.41. Power BI - Insurance
2.1.5.1.42. Premium Audit (PAM)
2.1.5.1.43. Price Monitor
2.1.5.1.44. Producer
2.1.5.1.45. QlikView - Everest National
2.1.5.1.46. RealTime Booking
2.1.5.1.47. Recycle
2.1.5.1.48. Regul8
2.1.5.1.49. ResQ - Professional
2.1.5.1.50. Risk Management
2.1.5.1.51. State Filings Database
2.1.5.1.52. Surplus Lines
2.1.5.1.53. WCIRB
2.1.5.1.54. WINS -WCPOLS
2.1.6. Corporate Applicaitons
2.1.6.1. Applications
2.1.6.1.1. Windows Explorer
2.1.6.1.2. Security Awareness Training
2.1.6.1.3. Power BI - Corp Apps
2.1.6.1.4. Compass
2.1.6.1.5. EverShare
2.1.6.1.6. ACORD Messaging Service (AMS)
2.1.6.1.7. Business Intelligence Tables (BIT)
2.1.6.1.8. Compview
2.1.6.1.9. Skillport
2.1.6.1.10. OnDemand
2.1.6.1.11. Planning Analytics
2.1.6.1.12. Knowledge on Demand
2.1.6.1.13. GoSignMeUp
2.1.6.1.14. Intranet
2.1.6.1.15. TM1
2.1.6.1.16. ResQ - Enterprise Actuarial Corporate
2.1.6.1.17. PeopleSoft
2.1.6.1.18. OnBase
2.1.6.1.19. Innotas
2.1.6.1.20. Concur Travel and Expense
2.1.6.1.21. DocuSign
2.1.7. Digital Workplace Experience Team
2.1.7.1. Applications
2.1.7.1.1. Microsoft Teams
2.1.7.1.2. MS Flow
2.1.7.1.3. Sharepoint
2.1.7.1.4. Microsoft Yammer
2.1.8. Digital Workplace Capabilities Team
2.1.8.1. Applications
2.1.8.1.1. ZERO
2.1.9. Corporate Security
2.1.9.1. Applications
2.1.9.1.1. Kiteworks (Accellion)
2.1.9.1.2. Global Address Book
2.1.10. Real Team
2.1.10.1. Applications
2.1.10.1.1. Reinsurance Underwriting Management System(RUMS)
2.1.10.1.2. ECRS
2.1.10.1.3. CFRS
2.1.11. UWS Support
2.1.11.1. Applications
2.1.11.1.1. @Risk
2.1.11.1.2. eCerts
2.1.11.1.3. eReinsure Application
2.1.11.1.4. Actuarial Rating
2.1.11.1.5. Casualty Facultative Rating System
2.1.11.1.6. Galaxy Underwriting
2.1.12. Reinsurance Applications
2.1.12.1. Applications
2.1.12.1.1. P2P Messaging
2.1.12.1.2. Citrix Portal Environment Everest Re Applications
2.1.12.1.3. Galaxy XUBER - For SECURITY Requests ONLY
2.1.12.1.4. Image Quality Control System (IQCS)
2.1.12.1.5. MT Logan Re QlikView
2.1.13. Everest Advisors UK
2.1.13.1. Applications
2.1.13.1.1. IRIS Applications
2.1.13.1.2. ECF2
2.1.13.1.3. eSigner
2.1.13.1.4. VIPR Intrali
2.1.13.1.5. IMR (Repository)
2.1.13.1.6. Electronic Banking - Barclays (Ireland)
2.1.13.1.7. eCopy PaperWorks
2.1.13.1.8. Navigator
2.1.13.1.9. eDays
2.1.14. Rater Support
2.1.14.1. Application
2.1.14.1.1. Rater Workbooks
2.1.15. Regional Support
2.1.15.1. Applications
2.1.15.1.1. DeskAlerts 8
2.1.15.1.2. Faxmaker
2.1.15.1.3. PDF Converter
2.1.15.1.4. Harmon.ie
2.1.15.1.5. DB2
2.1.15.1.6. eFreedom
2.1.15.1.7. WinZip
2.1.15.1.8. Microsoft Access
2.1.15.1.9. Microsoft VS 2019 Pro
2.1.15.1.10. Windows
2.1.16. QTestSupport
2.1.16.1. Applications
2.1.16.1.1. QTest
2.1.17. Network
2.1.17.1. Applications
2.1.17.1.1. PingIdentity
2.1.17.1.2. EverPlayLab
2.1.18. Corporate Services
2.1.18.1. Applications
2.1.19. Production Support
2.1.19.1. Applications
2.1.19.1.1. VSTS
2.1.19.1.2. Team Foundation Server
2.1.19.1.3. Tidal Enterprise Scheduler
2.1.20. Process Support
2.1.20.1. Application
2.1.20.1.1. ServiceNow
2.1.21. Mt Logan Dev Team
2.1.21.1. Applications
2.1.21.1.1. Mt Logan Power BI
2.1.21.1.2. Mt Logan Re UI
2.1.22. Integration Support
2.1.22.1. Application
2.1.22.1.1. ESB
2.1.23. IC4E
2.1.23.1. Applications
2.1.23.1.1. API Connect
2.1.23.1.2. Matter Managment
2.1.24. Backup and Restore
2.1.24.1. Applications
2.1.24.1.1. Bocada
2.1.24.1.2. NetBackup
2.1.24.1.3. Vertices