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KEEP YOUR TEAM RUNNING WITH AN OFFSHORE SERVICE DESK ENGINEER

Free your IT team from routine tickets and account requests, keep your people productive, and resolve issues faster with a dedicated offshore Service Desk Engineer in the Philippines.

Scale Your Broking Capacity with an

Offshore Broking Assistant

Free your onshore brokers from routine administration, protect profit margins, and deliver faster client service with dedicated offshore professionals in the Philippines.
300+
Businesses Helped
1k+
Skilled Professionals
20 days
Avg time to hire
97%
Staff Retention
THE BUSINESS CHALLENGE

Solving broking capacity

bottlenecks

Insurance and mortgage brokers face constant pressure to grow portfolios while maintaining strict compliance and service standards. However, senior onshore brokers often spend up to 40% of their working hours on administrative back-office tasks rather than advising clients and closing new business.

Common bottlenecks include:

rising-costs

Margins under pressure?

High onshore labor costs making administrative hiring unsustainable

team-burnout

Core team stretched thin?

Onshore broker burnout caused by repetitive data entry and document processing

high-turnover

Delayed customer service?

Delayed renewal processing and quote generation due to capacity limits

hiring-bottlenecks

Hiring hurdles?

Difficulty finding and retaining qualified talent locally

THE BUSINESS CHALLENGE

SOLVING IT SUPPORT
BOTTLENECKS 

Growing businesses generate more support tickets, account requests, and hardware issues than a lean local IT team can handle quickly. However, routine tickets pile up fast, and staff end up waiting longer for the support they need to stay productive.

Common bottlenecks include:

rising-costs

Margins under pressure?

High cost of hiring a dedicated local support team

team-burnout

Core team stretched thin?

IT staff pulled into routine tickets instead of projects

high-turnover

Delayed customer service?

Slow ticket resolution frustrating staff and hurting productivity

hiring-bottlenecks

Hiring hurdles?

Difficulty finding reliable service desk talent locally

THE HAMMERJACK SOLUTION

SUPPORT BUILT AROUND

YOUR BROKERS

Your paragraph text

We help you build a dedicated offshore support model. By pairing your onshore brokers with a specialized offshore Broking Assistant in the Philippines, you remove administrative friction, lower operating overhead, and create real operational leverage.

What could your business achieve with the right team behind it?

THE HAMMERJACK SOLUTION

Support built around your IT team

We help you build a dedicated offshore support model. By pairing your onshore IT team with a specialised offshore Service Desk Engineer in the Philippines, you remove ticket friction, lower operating overhead, and create real operational leverage.

What could your business achieve with the right team behind it?

Service Desk Engineer

role overview &

key responsibilities

A dedicated offshore Broking Assistant handles the end-to-end administration of the policy lifecycle, client communications support, and system updates, allowing your local team to focus on high-value client advisory. 

Policy Administration & Processing
  • Preparing insurance quotes, policy schedules, and renewal documentation
  • Entering and updating client records in broking management systems
  • Processing policy variations, endorsements, and cancellations
  • Issuing certificates of currency and tax invoices

Underwriter & Insurer Coordination
  • Following up with underwriters on pending quote requests and terms
  • Gathering required underwriting information and risk submission files
  • Comparing insurer quotes against client requirements using standard templates

Claims Support & Tracking
  • Logging initial claim notifications and organizing supporting documentation
  • Following up with claims assessors and insurers on claim statuses
  • Updating clients on claim progress under the direction of the lead broker

Client Onboarding & Communication
  • Assisting with client onboarding documentation and compliance checks
  • Sending automated renewal reminders and follow-up notices
  • Managing email inquiries and organizing client files in your CRM

Role Overview &

Key Responsibilities

A dedicated offshore Service Desk Engineer handles day-to-day tickets, account requests, and hardware and software support, keeping your people productive so your local IT team can focus on projects and strategy.

Ticket Triage & Resolution
  • Responding to and triaging incoming support tickets and requests
  • Diagnosing and resolving hardware, software, and connectivity issues
  • Prioritising tickets based on urgency and impact
  • Escalating complex issues to the appropriate specialist team

User Support & Account Management
  • Providing first-line support for password resets and account access
  • Setting up new starters with hardware, software, and system access
  • Managing user permissions and access requests within defined policies
  • Offboarding departing staff and revoking access as required

Hardware & Software Support
  • Troubleshooting desktop, laptop, and mobile device issues
  • Installing, configuring, and updating software and applications
  • Maintaining an accurate asset register of hardware and licences
  • Coordinating repairs and replacements with vendors as needed

Documentation & Knowledge Base
  • Documenting resolved issues and common troubleshooting steps
  • Maintaining and updating the internal knowledge base
  • Tracking recurring issues and flagging patterns for review
  • Preparing regular reports on ticket volume and resolution times

Skills and Qualifications

When you partner with hammerjack, we source candidates tailored to your specific software stack and broking workflows.

  • Education: Bachelor’s degree in Business, Finance, Commerce, or a related discipline
  • Industry Context: Direct experience supporting broking or financial services workflows
  • System Knowledge: Familiarity with broking platforms (such as Ebix Evolution, Steadfast SVU, WinBEAT, Salesforce, or Xero)
  • Communication: High proficiency in written and spoken English for professional correspondence
  • Core Competencies: Exceptional attention to detail, strong data accuracy, and adherence to compliance protocols

Skills and Qualifications

When you partner with hammerjack, we source candidates tailored to your specific systems and support workflows.

  • Education: Bachelor's degree in Information Technology, Computer Science, or a related discipline, or equivalent practical experience
  • Industry Context: Experience providing help desk or service desk support in a business environment
  • System Knowledge: Proficiency in common service desk and IT tools (such as Microsoft 365, Active Directory, Jira Service Management, Freshservice, or ServiceNow)
  • Communication: High proficiency in written and spoken English for clear, patient user support
  • Core Competencies: Strong troubleshooting skills, patience under pressure, and clear ticket documentation
HOW IT WORKS

Offshore that works. Real leverage.

icon_start_with_you
Understanding what you are solving for

We start with where your team is stretched, then build a plan around your budget, timeline, and the roles that would give you the most room.

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Finding the right talent

Our in-house recruiters source degree-qualified, experienced professionals, screened and tested for skill and long-term cultural fit with your brokers.

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Full support for you and your staff

A dedicated Customer Success Manager and People & Culture partner look after the relationship on both sides, so your team stays engaged and aligned.

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Get real offshore value

We handle the employment, HR, IT, and compliance infrastructure. You keep control of the work, and get back capacity to grow.

FAQ

Will offshore admin staff follow our processes?
Yes. Staff are trained on your systems and workflows.
Can roles align to our operating hours?
Yes. Working hours can be structured to suit your needs.
Is offshore admin suitable for long-term roles?
 Yes. Teams are built for stability and continuity.

Don't just take our word for it

Real results, real partners. Discover how businesses like yours solved challenges and grew with us.

Tell us the roles you need filled

We'll handle the rest.