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Job Title Help Desk Analyst, Associate
Do you thrive in a dynamic, committed, and professional environment and would you like to be a part of a team that positively effects change? Are you up for a challenge of driving client experience forward?
You can “Find Your Forward" as part of our team at Company, a FORTUNE™ 500 member, and you will join the industry leader in financial services technology. With more than 23,000 associates around the world, we’re pushing the boundaries of what’s possible in financial services with deep expertise and a dedication to innovation.
It is an outstanding time to join Company and take on a rewarding and challenging role that helps to drive significant change in a rapidly evolving and growing organization.
What does an outstanding Help Desk Analyst, Associate do?
This position is for an ATM-Services Help Desk Analyst with responsibilities including: providing monitoring and support on issues related to ATMs and POS/ATM transaction authorization hosts, Batch and Transmission monitoring alerts, performing quality assurance on incidents, organizing and coordinating daily work and prioritization of work load, and making and receiving calls in a Help Desk / Service Desk environment.
You will oversee workstations, monitoring alerts and incident tickets for quality assurance.
Monitor phones and phone splits for call volumes, calls waiting, associate availability, proper handling of calls and make adjustments to associate configurations based on shift assignment for the day.
Respond or take action on emails to the ATM-Services Leaders and email group as well as ensuring all emails sent to the team are responded too.
Client escalation point, facilitating and driving of escalated items to incident resolution.
Assist in workstation duties and answering of incoming calls.
Perform password resets and engage on call teams during the off-shifts
Participate in continuous process improvement in order to improve service, reduce costs, and improve quality.
Basic qualifications for consideration:
High School Diploma/GED
Excellent customer service with strong verbal and written communications skills.
Proficiency with computers and related office equipment.
Excellent multi-tasking skills.
Proven ability to analyze and resolve problems with attention to detail.
Ability to work Friday - Tuesday from 6/7am to 2:30pm
Preferred qualifications for consideration:
Prior ATM experience is preferred
Experiencing in the financial services industry a plus but not required.
Knowledge of the financial services industry, Service Point, Device Manager a plus but not required.
Required to work flexible schedule, including overnight shifts and weekends preferred
Who we are:
Company is the global leader in information management and e-commerce systems for the financial services industry.
Company is an Equal Opportunity Employer/Disability/Vet.
Thank you for considering employment with Company. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Company is an Equal Employment Opportunity Employer, and it is the Company’s policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.
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