ATM Help Desk Analyst

2 weeks ago


Irving, United States Insight Global Full time

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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