Help Desk Support

1 month ago

New York, United States Sumitomo Mitsui Banking Corporation Full time

Overview:

This position is responsible for providing high-end quality customer service to our global customers located in the North American and EMEA regions. This position will receive CSC related emails, receive walk-up requests including calls from internal SMBC business customers via ACD. They are responsible for managing each incident or service request correctly, open a HEAT incident or service request, and dispatch / escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.

Responsibilities:
  • Open Heat Incident tickets for each call coming into the CSC
  • Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand-over
  • Perform basic hardware, workstation and printer repairs
  • Answer helpdesk phone calls promptly
  • Check and respond to Email requests and / or notifications
  • Check and respond to Voice mail notifications
  • Troubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)
  • Escalate Severity Incidents / problems
  • Provide all necessary information to next level support via positive hand-over (Attachments, screen shots, document steps taken to that point, which will facilitate troubleshooting)
  • Ensure that all open Heat requests / tickets have been properly updated via the journal field at the end of shift and / or before close of business day
  • Perform basic Move / Add / Change orders
  • Must be able to work under pressure and be able to handle ACD calls and email requests daily
  • Responsible for providing new scripts and / or fixes into the Heat Plush Knowledge (HPK) knowledge database to help increase the level of First Call Resolution (FCR)
Qualifications:
  • Well versed in Microsoft suite of applications
  • Experience with Windows and limited MAC O/S
  • Basic Knowledge of Active Directory
  • Strong customer service and analytical skills
  • Several years of Tier 1 Call Center experience (Banking or Finance industry preferred)
  • Experience dealing with high volumes of calls and problems reported by end users
  • Must work well with others, be customer focused, a team player, positive attitude and have excellent communication skills
  • Must be a forward thinker, always looking to improve existing SC processes and provide relevant solutions
  • Must be willing to work some weekends and late nights to support upgrades, changes, etc.
  • SCCM knowledge is a must for software deployments and / or staging PC Builds
  • Basic understanding of Lotus Notes
  • Equitrac printing and / or basic printer hardware/software remediation
  • Teams and Webex knowledge is a must
  • Citrix receiver troubleshooting
  • Outlook Mobile Email client
  • Must be able to support an On-call rotation schedule - evening and weekend support a few times a year.
  • Must participate in twice-yearly BCP tests

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