SSUSA Job #706: Helpdesk Support Analyst
HELPDESK SUPPORT ANALYST
One of our Investment banking clients is looking for a team player as a Helpdesk Support Analyst with some desktop experience to provide high-end quality customer service to their global and local customers.
You will be responsible for the following………
-Open Heat 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.
-Check and respond to all E-mail and voice mail requests and/or notifications.
-Troubleshoot and provide resolutions on initial contact when possible (Using password management tools, remote desktop, etc.)
-Provide all necessary information to next level support via positive hand - over. (Attachments, screen shots, and all material, which will facilitate troubleshooting.)
-Ensure that all open Heat requests /tickets have been properly updated via journal field at the end of shift and/or before close of business day.
Well versed in Microsoft suite of applications: Office 2010 / 13
Windows 7 , 10 AND limited MAC O/S. Certification is preferable
Basic knowledge using Active Directory.
Strong customer service and analytical skills.
Several years of 1st level Call Center experience. (Banking and or Finance would be preferred)
Experienced dealing with a high volume of calls and problems reported by high end users.
SCCM knowledge for software deployments and/or staging PC Builds.
Lotus Notes 8.5 basic understanding
Equitrac Printing and/or basic printer hardware - software remediation
Skype for business knowledge
Citrix receiver troubleshooting
Good for Enterprise Mobile E- mail Client
SEND YOUR RESUME IN CONFIDENCE TO JOBS@SSUSA.COM
MENTION IN THE SUBJECT BOX CODE 706
Jersey City/New York City