Help Desk Analyst- ATM - TCR at M&T Bank (Buffalo, NY)

| Buffalo, NY
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At M&T Tech, we're a team of makers, doers, and builders, working to create the most advanced technology solutions in banking. We're not your stereotypical suit and tie bankers: we're an innovative team of leading tech experts, pushing boundaries, and taking risks. We're building an agile team of the most skilled and creative workers to solve complex problems, architect solutions, write high-performance software, and chart our new path, all to make the lives of our customers, and the communities that we serve, better. Join us and be part of something new as we build tomorrow's bank, today.

The Technology Infrastructure Engineering and Operations Team delivers and supports all the foundational technology used across M&T Bank. Supports Two Data Centers, 1 Service Desk, 14,000 Distributed platforms, 24 Mainframe Regions and process approximately 635,000 automated jobs per month. We deliver innovative, and compelling technology solutions to enhance the internal customer experience that enables our business partners to deliver.

This role is responsible for monitoring, escalating and coordinating the resolution of problems occurring within the ATM and Teller Cash Recycler (TCR) network. ATM Services utilizes the Aptra Vision System and the Postilion application for ATM monitoring and Service Now and TrueSight for TCR monitoring as their primary tools to accomplish this task. The position requires technical skills as well as effective communication skills to be successful. The position is within the ATM-TCR Services Department, which operates from 7:00 a.m. to 10:00 p.m., seven days a week including holidays.

This position would have a flex schedule.

Primary Responsibilities
  • Problem Ownership- Responsible for recognizing, isolating and coordinating the resolution of all problems impacting ATM-TCR Service delivery channel.
  • Problem Escalation - Responsible for escalating ATM and TCR problems to internal and external service providers as required to meet our ATM-TCR Services availability objectives. Escalates to ATM-TCR Services Help Desk manager and others as needed to resolve chronic and/or unique problems.
  • Problem Reporting - Responsible for detailed reporting of all incidents affecting ATM-TCR Services Channel, availability and the actions taken to affect a resolution. Requires clear, concise, detailed problem entries in the Aptra Vision and/or Service Now Center systems.
  • Customer Service - Provides excellent customer service to all internal and external customers calling the ATM-TCR Services Help Desk. Very courteous, professional and customer focused. Good phone skills and communications skills are essential.
  • Teamwork Skills - Works well with others, has good interpersonal skills. Respects and values others' contributions and opinions. Shares information and knowledge with team. Strives to find areas to contribute to team successes.
  • Productivity - Maintains a high level of productivity by staying actively engaged and available for incoming calls as determined by the ACD statistics.

Education and Experience Required:
  • High school diploma and a minimum of 2 years' technology-related experience
  • Effective communication skills.
  • One Year of experience in a Call Center environment or Help Desk environment
  • Detail oriented
  • High motivational level, proactive performer
  • Professional attitude
  • Penchant for self-development
  • Team player
  • Excellent Problem solving/analysis skills

Experience Preferred:
  • Call Center Experience
  • ATM Settlement Experience
  • Project Experience
  • Procedure Development Experience
  • Experience with Postilion or Aptra Vision

About M&T

M&T Bank is a Top 20 US bank holding company and one of the best performing and financial stable regional banks in the country, we offer our technology employees a wide range of performance-based career development opportunities. We have a strong commitment to our customers and the communities we serve, and we continue to grow with a focus on the future. So, when looking to advance your career, look to M&T. Grow with us.


Buffalo, New York, United States of America
More Information on M&T Bank
M&T Bank operates in the Fintech industry. The company is located in Buffalo, NY, Baltimore, MD and Wilmington, DE. M&T Bank was founded in 2022. It has 21590 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 156 open jobs at M&T Bank, click here.
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