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Service Desk Specialist

3 months ago

Milwaukee, United States Associated Bank Full time

At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you.

We invite you to view the opportunity below.

As a Service Desk Specialist, you will:

- Provide in-depth level 1 technical support for colleagues both on site/off site on multiple hardware devices including Voice and Data lines, ATMs, Mobile devices (Smart phone’s/Tablets), Video conference equipment, Multi-Function printers, UPS alerts, and SCOM alerts..
- Provide concierge level support for Executive Leadership including video conference and desk side support.
- Software Installs-When necessary, install/reinstall software on numerous end user devices.
- Demonstrate the ability to extract details of an issue and document accurately the information provided from our colleagues. This information is to be entered into our incident tracking tool and the Service Desk will perform trouble-shooting best practices with non-technical customers in a professional and courteous manner.
- Demonstrate the ability to live the Associated Bank brand by providing a high degree of customer service to address and identify colleague needs to achieve satisfaction.
- Act as a liaison by coordinating interactions and resolutions of incidents among IT and other Associated Bank business line resources exercising a strong teamwork attitude in “real time”.
- Quickly identify the specifics of an issue and identify a reasonable means to a speedy resolution. Notify appropriate technical sources when high level support is necessary. Ensure that all high and critical priority incidents are escalated to management through timely management alert pages. Document concise and accurate “DOC” summaries by ensuring that they are written and submitted in a timely manner for reporting in the Daily Operations Call.
- Follow up with colleagues on incidents to ensure the issue is resolved to their satisfaction. Maintain accurate incident entries of contact and with resolution details.
- Expected to be familiar with changes in Associated Bank’s environment as well as keeping up to date with concepts, practices, current news, problems, and procedures relevant to the banking industry and adjust internal processes accordingly.
- Prioritizing daily incidents appropriately and communicating with the support teams to identify and address outstanding issues according to the priority assigned.
- Ensure that all requests for assistance are properly logged, assigned and responded to in a timely manner and according to the SOP’s.
- Establishes and maintains incident control procedures for the support teams and ensures that these are incorporated into the work flow process.

Education
- Associate's Degree or equivalent combination of education and experience Computer Information Systems or Business. Required

Experience
- Less than 2 years Technical Service Desk or related area. Required
- 2-4 years Technical Service Desk or related area. Preferred

Licenses and Certifications
- Other Common industry certifications such as A+, Network+, ITIL, HDI. Preferred

In addition to core traditional benefits, we take pride in offering benefits for every stage of life.- Retirement savings including both 401(k) and Pension plans.- Paid time off to volunteer in your community.- Opportunities to connect with others through our diversity-focused Colleague Resource Groups.- Competitive salaries with professional development and advancement opportunities.- Bonus benefits including well-being programs and incentives, parental leave, an employee stock purchase plan, military benefits and much more.- Personal banking, loan, investment and insurance benefits.

Associated Bank serves more than 120 communities throughout Wisconsin, Illinois and Minnesota and we consider our colleagues critical to our continued success. See why our colleagues continually vote us a best place to work in the Midwest. Join our community on

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Compliance Statement

Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.

Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR.

Responsible