Help Desk Analyst II
6 days ago
Responsibilities
• Offer technical support for all mainframe-related issues
• Handle and resolve customer inquiries and complaints swiftly and professionally
• Monitor customer accounts and take appropriate actions as required
• Maintain accurate and up-to-date records of customer interactions and transactions
• Process customer applications with efficiency and precision
• Collaborate closely with team members to ensure smooth and efficient operations
• Stay informed about latest updates and changes in the mainframe environment
• Act as a liaison between customers and the technical team to resolve complex issues
• Provide training and guidance to entry level team members when needed
• Assist in the development and implementation of new procedures and processes to enhance productivity and customer service.• Possession of a Bachelor's degree in Information Technology, Computer Science, or a related field
• Proven experience in a similar role such as Help Desk Analyst or IT Support Specialist
• In-depth understanding of the mainframe environment and related software applications
• Strong problem-solving skills with the ability to troubleshoot technical issues effectively
• Excellent verbal and written communication skills to explain complex IT concepts to non-technical staff
• Ability to work well in a team as well as independently
• High level of organizational skills with the ability to manage multiple tasks and priorities
• Working knowledge of ITIL standards and best practices
• Experience with IT Service Management (ITSM) tools
• Willingness to participate in continuous detail oriented development activities to stay updated with the latest IT trends and advancements
• Familiarity with IT security protocols and data protection regulations.
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