Serve as first point of contact for all information technology issues within the Bank.
Respond to telephone calls and emails from employees for IT support
Assist the end user community using remote tools by recording, resolving, and responding to issues
Support Windows 7 and 10, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voice mail usage, and Mobile Device Management
Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate
Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries
Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction
Understand team and organizational support structures
Be on time each day for start of shift and maintain a good attendance record
Qualifications:
Bachelor’s/Associates Degree or equivalent experience
Must be flexible for extended hours and/ or shift work
Minimum of 5 years previous experience in a service desk environment
Must have excellent customer service, telephone, listening and communication skills
Must have excellent documentation and writing skills
Must demonstrate excellent time management skills and be self-driven to efficiently manage daily work load
Demonstrate experience in applying knowledge/skills in a Customer Support environment
Strong analytical aptitude and problem solving skills in a technical environment
Multi-task across several ongoing tasks of varying priorities as required
Ability to make good judgments, negotiate, problem solve and strong decision-making skills
Ability to understand and clearly communicate technical information to non-IT personnel
Maintain a high level of knowledge regarding the clients computing environment
Must demonstrate strong sense of urgency regarding solving end-user issues
Be able to solve problems regarding system errors or usage issues
Must be able to minimize downtime by rapidly diagnosing and resolving problems
Be able to track and document information regarding troubleshooting techniques
Maintain a high level of teamwork and knowledge sharing
Demonstrate strong organizational skills
Proficiency with Windows 10 troubleshooting
Proficiency with Office365 troubleshooting
Proficiency with laptop, desktop and peripheral hardware troubleshooting
Proficiency with VPN and network connectivity troubleshooting
Proficiency with general application troubleshooting in a Windows environment