Vacancy expired!
Your Opportunity
The Infrastructure, Operations & Cloud (IO&C) organization provides technology solutions and support for Schwab employees, as well as supporting the external Schwab client experience. The National Service Desk (NSD), as part of IO&C, provides front-line IT support services for the Schwab workforce to report technology issues, restores service, and raises up issues to second-level support that cannot be resolved at first contact. We are seeking a Service Support Analyst to provide level one support via phone and chat for the internal Schwab workforce. This includes managing incidents (service disruptions) and service requests (routine service-related tasks). What you are good at- Diagnosing and solving end user desktop application issues such as Microsoft Office, CRM, VPN, Citrix, and MDM (mobile device management) and provide appropriate solution
- Providing incident status updates to management and end-users per service level guidelines
- Provide support for end user computing devices (PCs, laptops, printers, cell phones, and tablets)
- Giving excellent customer service, using professional etiquette, and empathizing with the customer
- Understanding and practicing Emotional Intelligence (EQ)
- Great oral and written communication skills
- Working collaboratively with others while supporting and maintain good relationships with users
- Communicating sophisticated technical issues in an easy-to-understand manner to customers with minimal technical knowledge
- Meeting or exceeding defined objectives and metrics (e.g.: talk time, wrap time, first contact resolution, chats per hour, quality assurance evaluations)
- Multi-tasking and using organizational tools effectively to implement the defined Service Desk processes with solid attention to detail
- Receiving constructive feedback and demonstrating improvement
- Being disciplined in adhering to schedules (sign-on, sign-off, break times, etc.)
- Asking direct, relevant, and probing questions while providing concise information and setting expectations
- 2+ years of experience working in a service desk or customer service environment
- Minimum 1-year technical support experience
- Minimum 1-year phone support experience
- Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager)
- Solid understanding of PC technical support, systems administration, networking, Windows, and Mac OS
- Bachelor's or Associates degree in Information Technology or a related field is a plus; as is certifications from CompTIA, ITIL, KCS and Microsoft
Vacancy expired!