US - IT Operations Analyst/ Tech support/Call Center I

TekStaff's Client has a current vacancy for " US - IT Operations Analyst I”

Job Description

This is a 12 month contract located in Columbia , South Carolina USA/Onsite 5 days per week).

SUMMARY OF DAY TO DAY RESPONSIBILITIES:

Job description below - Tech Support Call Center role

MUST HAVE

1.) Above average computing and navigational skills

2.) Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support

3.) Team player who collaborates effectively with peers and other teams but can also work well independently

4.) Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)

5.) Ability to type at least 30 words per minute

6.) Required 5 Days a week on site

7.) Looking to grow in IT – willing to learn and grow into the role

8.) Call Center with Technical Support Background – troubleshooting experience

9.) Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview)

10.) Access to a mobile device for multi factor authentication

Note: Must Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)

NICE TO HAVE

1.) IT Helpdesk experience/Experience with Ticketing

2.) Technical degree and/or IT Certification preferred.

3.) General knowledge and understanding of PC hardware and components.

EDUCATION: High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred

Job Description

The client Technology Service Desk offers:

A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to client Bank Group employees in Corporate, Retail, Wealth, Phone Channels, client Auto Finance, MBNA, clientUS, client Insurance, client Securities, Real Estate Lending and Vendors.

The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations.. Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates.

Accountabilities:

The primary accountability of this position is to provide first level technical support. Key responsibilities include:

(1) Respond to a variety of inbound colleague calls/emails

(2) Ensure accurate and detailed problem documentation/ticketing

(3) Provide timely escalation and follow-up with support groups and colleagues

(4) Identify and escalate wide-impact or potential wide-impacting outages

(4) Identify trends and opportunities for improvement as well as provide ongoing feedback

(5) Build ongoing support proficiency for other skills and applications

Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality.

Qualifications / Skills / Experience:

Exceptional customer service skills

Experience with ticketing systems is an asset

Excellent written and oral communication skills

Above average computing and navigational skills

A team player who collaborates effectively with peers and other teams

University Degree or a College degree/diploma is considered an asset

Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)

Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, week-end shifts and overnight shifts. Shifts are published in advance and do require flexibility to ensure appropriate coverage.

Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

Technical/Troubleshooting ability:

A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.

Experience with iPad, Tablets, Smartphone and Android devices

TekStaff may use artificial intelligence (AI) tools as part of the applicant screening process. However, applications will also be reviewed by a member of our Recruitment team to ensure a fair and thorough assessment.