Vacancy expired!
- Answers incoming Information Technology support calls and emails in a courteous and timely manner.
- Discusses problems and requests with users, evaluates and prioritizes calls.
- Forwards calls to the appropriate technical professional and/or service personnel for appropriate service, and repair when the issue cannot be resolved at first level.
- Performs follow-up on open issues, tickets and emails.
- Analyzes and resolves problems related to desktops, voice and e-mail, servers, remote access products, and applications and escalates to next level as needed.
- Correctly and accurately logs all incoming problems and requests into the Remedy Help Desk System.
- Ensures resolutions in the Remedy Knowledgebase are thoroughly documented.
- Documents new hardware and software procedures as needed.
- Make recommendations to improve Help Desk processes.
- Participates in the rotation schedule for responding to Help Desk email.
- Ensures documentation of troubleshooting and problem resolution procedures are kept up-to-date and accurate.
- Ensures awareness of the operational status of all systems and that downtime is communicated and resolved quickly and efficiently.
- Deliver accurate, responsive and courteous customer service to every customer (internal & external) every time.
- Performs other related duties as required.
- Minimum Associate's Degree in Computer Science preferred, High School Diploma required
- Technical certifications preferred.
- Minimum five (5) years' experience on a Help Desk in a financial services environment
- Knowledge of one or more programming and/or operating system languages, hardware platforms, data communications environments and protocols.
- Knowledge of voice, data theory and concepts.
- Knowledge of banking operations and structure.
- Solid PC skills (Windows, Microsoft Office, Microsoft Outlook).
- Excellent planning, time management, and follow through skills.
- Excellent phone etiquette, language, and problem solving skills.
- Ability to troubleshoot PC, server, application, security and connectivity problems in a network environment.
- Ability to handle multiple tasks concurrently.
- Ability to rely on experience and judgment to plan and accomplish initiatives.
- Ability to serve as a technical resource to others in the resolution of complex problems.
- Ability to work Saturdays as needed and flexible hours.
Vacancy expired!