Analyst I - Help Desk

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Job Description:

This job is responsible for providing support to address and resolve technical issues and reduce impacts from unplanned events in the environment. Key responsibilities include interpreting, evaluating, troubleshooting, and resolving hardware and software issues by telephone or chat for a global workforce. Job expectations include analyzing situations and data to provide issue remediation, following standard practices and procedures while properly documenting in system of record to mitigate risks to service levels, and providing first call resolution and exceptional customer service.

Responsibilities:

• Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce

• Categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses

• Identifies, reports, and leverages analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages

• Maintains relevant incident and knowledge records and communicates with clients on progress towards service resolution and closure

• Performs daily tasks and deliverables under direct supervision while adhering to the bank's standard practices and procedures

• Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction

• Supports strategies to improve service quality and call center performance

Skills:

• Active Listening

• Oral Communications

• Production Support

• Technical Troubleshooting

• Written Communications

• Attention to Detail

• Critical Thinking

• Customer and Client Focus

• Issue Management

• Problem Solving

• Adaptability

• Analytical Thinking

• Emotional Intelligence

• Research

LOB Specific Job Description

Position Summary

Providing first line support for the internal employees' resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete. Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with our internal customers while achieving our core metrics for operations and quality.

Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat. Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix - for when First Line resolution cannot be attained. Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.

Minimum Years of Experience

• 1

Required Qualifications

• Requires 1-3 years of experience

• Excellent Client Care / Customer Service skills.

• Work well as a team and build relationships to the global partners.

• Excellent organizational skills, with the ability to prioritize workload.

• Ability to multitask and maintain focus on all areas of responsibility concurrently.

• Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.

• Able to work in a fast-paced environment.

Desired Qualifications

• Technology Call Center and or Customer Service experience.

• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.

• Hardware Support - Windows 10/11,

• Software - MS Office suite, Office 365, SharePoint, Skype

• Network - Citrix, VPN, Cisco AnyConnect

• ITSM Remedy (not essential)

Shift:
1st shift (United States of America)

Hours Per Week:
40

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