ATM Help Desk Analyst
2 weeks ago
Title: Help Desk Analyst
Location: Irving, TX 75062 (onsite 5 days/week, 8am – 5pm)
Duration: 3 months (possible extensions)
PR: 25hr - 30hr
Manager: Jensun Matthew, reports to Tom Earl
ESSENTIAL FUNCTIONS:
Responsible to maintain and foster a positive relationship with customer(s)
Ability to diagnose hardware and software issues
Perform and create operational and performance reporting and analysis
Partner and collaborate with 3rd party service providers and vendors
Responsible to keep customer advised of any issues affecting the contractual SLAs
Create and maintain process definition and documentation
Create and maintain customer support documentation
Participate in organizational service delivery strategy and definition
Responsible for training and creating training materials for customers on basic hardware and software functionality
Other tasks or duties assigned by management
EDUCATION AND EXPERIENCE:
Bachelor's degree or equivalent years of experience
Prior ATM or Financial Services experience preferred
Strong verbal and written communication skills
An analytical mind and inclination for problem-solving
Eagerness to learn and grow
Proficiency with MS Office applications preferred
Experience with ticketing systems (e.g. Jira etc.)
Ability to navigate various database applications, SQL experience a significant plus
Create and maintain a positive working environment and relationship with both internal and external customers
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