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Helpdesk Analyst
4 months ago
TSR is a relationship-based, customer-focused IT and technical services staffing company.
For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.
Mission & Vision
We do not believe in building a vision around the company but building a company around our vision, which is simply;
Every employee's voice matters, their effort is appreciated, and their talent is rewarded.
We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.
Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.
Helpdesk Analyst - Second Shift
Job Description
- Location: San Antonio, Texas
- Type: Contract
- Job #79525
Job ID 79525
Work Location:
San Antonio, TX - Hybrid
Summary:
Responsible for performance and ticket management of ATMs located globally. As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored. This role will interface with various technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues.
Responsibilities:
- Subject Matter Experts (SME) may be required to support training of new or existing staff.
- Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.
- Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.
- Manage assigned ticket queue and track issues to closure.
- Address and acknowledge tickets within the Service Level Agreement
- Report and follow-up aging and reoccurring ATM issues.
- Assist with maintaining procedure documentation as it applies to specific countries.
- Effectively communicate issues and status updates with business users, service providers, and management teams.
- Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.
- Work shop is 24×7 (365 days a year - weekends and holidays).
- Utilizing monitoring tools and ticketing systems for addressing issues.
- Review metrics (Spreadsheets, Data Trending/Analysis, Database) as needed.
- Be the technology advocate for the businesses and/or customers we support.
- Deliver exceptional customer service.
- Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.
- Foster teamwork, share knowledge with peers and eliminate silos.
