Overview

This position provides support for the Bank's Information Technology (IT) Service Desk by receiving, analyzing, and addressing internal client issues. Answers incoming communications to resolve or escalate issues as appropriate. Defuses stressful internal client situations and serves as a single point of contact throughout the resolution process. May facilitate projects that enhance service capabilities.

Responsibilities

• Service - Captures, analyzes, and resolves or escalates internal client issues as appropriate. Follows up on escalated calls for service level compliance and on completed calls for quality assurance.
• Communication - Answers and addresses incoming client calls, emails, and requests logging all communications in the call tracking system. Serves as the single point of contact for business unit representatives and project teams. Facilitates communication between parties involved in problem resolution.
• Business Support - Provides technical assistance to associates for assigned projects and applications.
• Process Improvement - Implements projects and initiatives that support the daily and future operations of the service desk. Engages with reference tools, skill expansions, and cross-training offerings to enhance service abilities.

Qualifications

High School Diploma or GED and 2 years of experience in Help Desk or Service Desk

Skill(s): Knowledge and experience supporting MS Exchange, Office 365, Internet Explorer, Remote Control, MS Teams, or other collaboration tools, Ability to manage client support tickets with ITSM tools such as Service Now, Knowledge of network, LAN, WAN, work stations and servers, STD OS (95, NT, etc.), STD MS Office applications, standard MS Window operating systems, and Office 365 applications, Knowledge of Bank branch operations, policies, and procedures, Experience working at a financial institution, CompTIA A+ certification