JPMorgan Chase
Hybrid

Help Desk Level 1 Tech Support Lead

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Job Description As a CCB Service Desk Agent you will:
Description

  • Responsible for responding and resolving information system incidents, to include coordination, root cause analysis and troubleshooting activities via live chats, inbound incidents, or phone calls
  • Identifies when urgent/critical issues need to be raised to PAC, L2, management and/or vendors for assistance
  • Implements a wide range of creative solutions and uses judgment based on technical and business knowledge to determine the best course of action to resolve technical issues that
  • Thinks creatively, leverages variety of tools to deliver solutions through continuous improvement
  • Articulates the business value and impact of advanced technical and non-technical information with ease
  • Owns issues from beginning to end and understands or influences the business and technology partners
  • Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources
  • Provides guidance and acts as a resource to less experienced agents and helps them gain knowledge, experience and good judgment
  • Ensures that company standards and procedures including security and change control are being followed
  • Invests in relationships and improves collaboration with a "one team" mentality
  • Leverages knowledge of the client/customer's priorities and technology solutions to promote synergies, automation and reuse
  • Communicates effectively within and outside the team and builds shared understanding
  • Understands firm wide priorities and technology offerings and collaborates with teams where appropriate
  • Works to increase speed of delivery without compromising quality


Primary Responsibilities

  • Provides effective production support for user desktop issues via remote support toolsets
  • Responds to issues with field operations support technicians
  • Ability to identify problems, troubleshoot, and document incidents
  • Engage incidents in a multi disciplined environment
  • User service request completion
  • Incident escalations
  • Provide excellent customer service
  • Effective communication skills: written / verbal / listening
  • Serve as a lead agent that will assist the Service Delivery Manager in leading technical team by leveraging data and metrics; assist with trainings, building partnerships across business and tech partners


Required Qualifications: Competencies, Skills and Experience:

  • Ability to troubleshoot issues by probing, listening, and analyzing the situation, without relying on scripts and assist non-technical client base with technical issues through live chat, inbound incidents, emails, telephone support
  • Evaluate customer's concerns and work their issue through to an agreed upon resolution.
  • Must be customer focused, with ability to deal with upset clients, showing patience, empathy, sense of urgency, and understanding
  • Ability to confidently handle situations quickly and independently
  • Communicate effectively both written and verbal
  • Exceptional team player and demonstrated coaching skills
  • Produce detailed and accurate work
  • Identify and report trends
  • Contributes to continuous improvement culture
  • Acts as an owner and understands or influences the business and technology
  • Strategy
  • Proactively executes on current priorities and incorporates continuous feedback in order to build high quality and efficient technology solutions
  • Thinks creatively to deliver solutions through continuous improvement
  • Continuously delivers high quality firm wide technology solutions for our customers/clients/employees while accelerating the speed of software delivery, improving quality, security and stability
  • Supervisory experience preferred
  • Experience on VDI platforms - a plus Windows 7/10 platform support skills (preferably to MCP level) MS Office 2010/2013suite knowledge, Internet browsers Ability to work unsupervised and prioritize workloads


Hours of Work/Shift Timings
JPMorgan Chase has a global presence, therefore candidates should be flexible in their ability to work. The "primary" shift is during the hours that other Chase businesses' having Global Operations M-F, 6AM - 12AM US time zone, to include rotational weekends. Shift flexibility is required to respond to the team and business schedule changes, which may include nights and weekends.
About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
Equal Opportunity Employer/Disability/Veterans
About the Team Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You'll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.

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What are JPMorgan Chase Perks + Benefits

Culture
Volunteer in local community
Partners with nonprofits
Diversity
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Professional Development Benefits
Tuition reimbursement

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