IT Operations Analyst

3 weeks ago

Lexington, United States Global Technical Talent Full time
IT Operations Analyst (Onsite)
  • Contract Duration 12+ months

Job Summary:
  • Our client is looking for a IT Operations Analyst who is looking to grow in IT has previous tech and call center experience
  • Tech Support Call Center role

Job Accountabilities:
The primary accountability of this position is to provide first-level technical support. Key responsibilities include:
  • The IT Operations Analyst will respond to a variety of inbound colleague calls/emails
  • Ensure accurate and detailed problem documentation/ticketing
  • Provide timely escalation and follow-up with support groups and colleagues
  • Identify and escalate wide-impact or potential wide-impacting outages
  • Identify trends and opportunities for improvement as well as provide ongoing feedback
  • Build ongoing support proficiency for other skills and applications
  • Team members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency, and ticketing quality.

The Technology Service Desk offers:
  • A single point of contact for technical support and general queries (including password, hardware, software, e-messaging, Mobile devices) to *** Group employees in Corporate, Retail, Wealth, Phone Channels, Auto Finance, Client, Insurance, Securities, Real Estate Lending and Vendors.
  • The business operates 7/24/365 in a team-oriented environment with over 100 front-line support representatives across two locations. Working in collaboration with support teams, the business relies on Service Desk employees' vast expertise of technical and application-related knowledge to deliver an excellent colleague service experience with a focus on maintaining high first-call resolution rates.

Qualifications / Skills / Experience:
  • Excellent written and oral communication skills.
  • Ability to work flexible schedules based on business forecast requirements (which are subject to change).
  • Our client offer weekly rotations which can include day shifts, evening shifts, week-end shifts, and overnight shifts. Shifts are published in advance and require flexibility to ensure appropriate coverage.
  • Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts, and week-end shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.
  • Above-average computing and navigational skills
  • Experience with ticketing systems is an asset
  • A team player who collaborates effectively with peers and other teams
  • A University Degree or a College degree/diploma is considered an asset

Must-Have:
  • Above-average computing and navigational skills
  • Exceptional customer service skills in a client-facing role such as a call center/tech support role - must have exp. with customer support
  • Team player who collaborates effectively with peers and other teams but can also work well independently
  • Good knowledge of Microsoft Office 365 (Word, Excel, OneNote, and PowerPoint)
  • Ability to type at least 30 words per minute
  • Required 5 Days a week on-site
  • Looking to grow in IT
  • Call Center or Technical Support Background - troubleshooting experience
  • The Knockout Questionnaire is completed and attached with the submission

Nice To Have
  • IT Helpdesk experience/Experience with Ticketing
  • Technical degree and/or IT Certification preferred.
  • General knowledge and understanding of PC hardware and components.

Education:
  • High school education is required. 0-2 years of related experience. Associate degree or Technical Certification preferred

Technical/Troubleshooting ability:
  • A technical support background or related education including experience with some or all of the following: Windows 10, IE11, Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft Office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.
  • Experience with iPads, Tablets, Smartphones, and Android devices

Note:
  • Must interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)

Benefits:
  • Medical, Vision, and Dental Insurance Plans
  • 401k Retirement Fund

About The Company:
  • As a top 10 North American bank, our client aims to stand out from its peers by having a differentiated brand - anchored in a proven business model and rooted in a desire to give its customers, communities, and colleagues the confidence to thrive in a changing world.
  • Our client engages in providing financial products and services. They offer various financial products and services, telephone, Internet, and mobile banking services, retail and commercial banking services, and wealth management services. The Wholesale Banking segment provides capital markets, investment banking, corporate banking products, and investment needs to companies, governments, and institutions in financial markets.
#gttnonit

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