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Service Desk Dispatcher

4 months ago

Tuscaloosa, United States SmartFinancial, Inc. Full time

SmartBank Associates enjoy an AMAZING benefits package:

* Comprehensive benefits- medical, dental, vision, life, and disability insurance
* Matching 401(k)
* Generous paid time off (PTO)
* SmartFlex Days
* Up to 11 Paid Company Holidays
* Incentive Program
* Mental Health Benefits Including 8 free sessions with a coach or certified professional
* Tuition Reimbursement
* Community Involvement Opportunities
* Company apparel provided at no cost

Major Duties and Responsibilities:

* Upholds SmartBank Core Values and Core Purpose.
* Adheres to and embraces the SmartBank Way by Acting Smart, Looking Smart and Being Smart.
* Responsible for the delivery of quality customer service to internal clients by providing them with a single point to report problems or to make inquiries.
* Manages day-to-day service delivery problems.
* Advanced computer knowledge.
* Ability to communicate with co-workers, management, and business contacts in a courteous, professional manner.
* Ability to research and learn new software applications quickly.
* Ability to work through stressful situations while keeping a positive attitude.
* Strong organization skills with the ability to Log, categorize and prioritize Incidents and Service Requests.
* Takes lifecycle ownership of all Incidents/Service Requests.
* Utilizes ITSM Software to ensure problem resolution, by initiating and tracking problem assignments to technical resources.
* Ensures timely escalation of client problem by documenting the impact to the client and by assigning an appropriate priority and resolution target.
* Keep users informed of progress
* Conducts first level problem determination using procedures and available tools. Records problem symptoms and status information in a timely fashion
* Close all Incidents, Service Requests, and other calls.
* Maintain a working understanding of, and complies with, applicable banking regulations, operating procedures, and security guidelines.
* Recommends constructive improvements to procedures.
* Assists in creation and maintenance of detailed documentation.
* Provide on-site and remote support to co-workers and other departments
* Ensures service levels are met in accordance with agreements including response time via phone or on site etc.
* Demonstrate initiative to learn new skills or expand job roles.
* Carries out such other duties that may be assigned or requested.

Position Requirements and Qualifications:

Education and Experience:

* Minimum high school graduate or participate in a qualified high school work program
* Entry level administration/technical experience in an IT dept or related customer service field

Knowledge, Skills, and Abilities:

* Exhibit a strong commitment to providing outstanding operational support services to internal and external customers; demonstrate a strong commitment to operational support consistent with high customer expectations.
* Ability to perform well under pressure.
* Superior telephone etiquette and an ability to deal effectively with clients, vendors, peers, and management.
* Show clear, effective, and readily understood verbal skills.
* Must exhibit a high level of adaptability to organizational and technological change.
* Must demonstrate strong analytical and organizational skills.
* Ability to troubleshoot and resolve issues.
* Ability to multitask and handle various requests and tasks at a time.
* Ability to apply knowledge and sound judgment in decision-making using established guidelines.
* Strong written and oral communication.
* Detail oriented and ability to function in a team environment.
* Demonstrates ability to maintain a positive attitude.
* High level of integrity.
* Able to maintain regular and predictable attendance.
* Willing to accept new ideas and methods and be agreeable to change.

Work Conditions:

* Able to routinely stand, sit, bend and stoop. Occasionally lift or carry loads up to 50 pounds.
* Frequently and regularly required movements using wrists, hands, and/or fingers.
* Average, ordinary, visual acuity necessary to prepare/inspect documents or products and operate machinery.
* Ability to hear average or normal conversations and receive ordinary information.
* May be required to travel to training sessions or meetings.
* Must be available to work the required schedule of the branch office to include Saturdays. All Technicians, Specialists, and Dispatchers are required to participate in an "On-Call" rotation. While "on-call", the technician receives and must facilitate all after-hour/weekend support requests