IT Help Desk Representative 2
Westfield Bank
Bank IT Help Desk Representative 2 Job Summary
The Bank IT Help Desk Representative 2 provides support for tier 1 incident resolution, change requests and how-to requests reported to the Bank IT Employee Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of tier 1 incidents and requests regarding the use of application software, hardware and/or infrastructure components. The Bank IT Help Desk Representative 2 is responsible for collecting support information through phone, instant message and email conversations with employees, accessing support tools, and escalation to second tier support staff as required. May act as an escalation point for complex tier 1 tickets. Provides mentoring and coaching to less experienced Bank IT Help Desk Representatives.
Essential Functions (primary functions and/or reasons the job exists in order of importance)
- Provides support for tier 1 incident resolution, change requests and how-to requests reported to the Bank IT Employee Helpdesk.
- Provides initial assessment, triage, research, and resolution for all hardware and software, computer and communications systems questions and problems for employees.
- Provides resolution, recommends corrective action for recurring problems, and/or escalates issue to appropriate tier-2 support personnel.
- Accurately documents calls in ticketing system including, but not limited to, correspondences with the customer, problem analysis, troubleshooting performed and resolution; and ensures proper closure of all issues.
- Monitors queues to ensure requests are properly transferred and received by the appropriate tier-2 groups.
- Assists with developing/revising/documenting appropriate standards, process improvements, policies and procedures and conducts appropriate training.
- Serves as a liaison between end-users and technical staff to communicate issues, problems, and questions.
- Analyzes and troubleshoots issues as reported.
- May work on medium to large complexity assignments requiring minimal supervision and oversight.
- May be required to coach and mentor others, as well as coordinate projects and initiatives.
- Serves as a subject-matter expert and performs technical leadership on a variety of issues and initiatives.
- Facilitates teamwork by interacting with co-workers in an appropriate manner and proactively developing working relationships.
- Executes and oversees the New Hire process coordinating with Bank IT teams and leaders to implement new employee/consultant setup.
- Focuses on continuous enhancement of customer service experience and reducing escalations to tier 2.
- Ensures telephone and email response coverage during normal help desk hours of operation.
- Recommends and leads process improvement efforts.
- Keeps current with industry and product advances.
- Maintains awareness, understanding and compliance with the Banks internal policies and procedures, laws and regulations appropriate for this position.
- Provides assistance in response to regulatory and internal/external audit requests.
- Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.
Desired Qualifications/Experience/Certification/Education (in order of importance)
- 3+ years of experience in an IT call center or related call center environment.
- 2+ years of experience and advanced working knowledge of MS Office Products.
- 2+ years of experience and advanced working knowledge of desktop & laptop configurations, hardware components, and basic networking concepts.
- Strong customer service skills.
- Strong written, verbal, and interpersonal communication with the ability to interact with all levels of the company.
- Experience working in a fast paced environment while prioritizing and completing work effectively.
- Experience learning and applying technical concepts.
- Experience problem solving independently and/or in a team environment.
- Availability to work flexible hours (including company holidays).
- High school diploma, GED, or commensurate experience.
- Valid Drivers License and a driving record that conforms to company standards.
Physical Requirements (specific to the role)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
- Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
- Ability to lift up to 25 pounds.
- Ability to work flexible work hours (including company holidays).
- Ability to travel as required.
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
We are an equal opportunity employer/minority/female/disability/protected veteran.
PI215452945
Posted: 2023-05-04 Expires: 2023-06-05
