Description

The Service Desk position provides outstanding customer service at all times. The service desk's role is to provide technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. This high-volume service position will allow you to engage your customer service skills by delivering prompt and accurate answers to our colleagues and the support team. Your daily tasks could also include:

Detailed Description:

Provide outstanding service to, and build relationships with colleagues every day

Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals and quality goals

Maintain up to date knowledge on the client's products, services, technology, and procedures

Compile documentation necessary for effectively fulfilling customer needs

Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful

Follow up with customers to ensure issue has been resolved

Drive initiatives that improve the service desk

Partner with internal support groups in providing the best service to our colleagues

Other duties as assigned

Basic Requirements:

Min 1 year of IT support, customer service and call center experience. This can be a combination of professional work experience, internships, academic projects/ coursework.

Associate's Degree

Preferred Qualifications:

Previous banking environment experience preferred

Ability to demonstrate professional verbal communication skills

Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material

Ability to professionally handle irate customers

Ability to use a headset and to sit for long periods of time

Experience with Microsoft Office applications and the Internet

A+ and Network+ certifications

HDI certifications