SSUSA Job #814: Desktop Support Representitive

Job Description

DESKTOP SUPPORT REPRESENTITIVE

 

JOB SUMMARY

 

 

 

 

 

 

 

 

 

The Desk Side Support Representative/Technician II serves as the face of the Information Systems (IS) department by assisting the bank's internal users with  their use of desktop, laptop, network, PBX, access, security and peripheral equipment. This role is responsible for determining the nature of support needed, resolves the issue reported or refers the issue to the appropriate next level Information Systems (IS) support personnel.

 

PRIMARY RESPONSIBILITIES

 The job responsibilities are described herein:

 Responds to problem calls from users experiencing software, hardware and workstation issues by identifying those issues and performing all aspects of repairs.

 Coordinates and/or escalates severity issues or incidents to 3rd level support groups as needed.

 Opens and monitors incident tickets in the Incident Management System to ensure all requests for service are updated, completed and/or assigned before closing.

 Maintains a clean working lab to repair existing equipment as well as test new equipment.

 Builds workstations. Sets up and coordinates meeting room audio & visual equipment.

 Installs, configures maintains and troubleshoots processes for software, hardware, networking and accessory equipment.

 

  • Records new scripts and/or fixes into the problem Tracking System's knowledge database to improve effectiveness of 1st call resolution.

 Provides high-end, quality customer service to the bank's internal users to ensure complete customer satisfaction.

 

  • CRITICAL JOB KNOWLEDGE AND CORE COMPETENCIES/SKILLS

     

     

     

     

     

     

     

     

     

     

     

     

     

     
     

    Proficiency in end-to-end incident management.

     

     

     

     

     
     

    Expert ability to interact with users and other technical staff to correct problems on a timely basis.

     
     

    Ability to  respond quickly to uncertainty and constant changes in technology.

     

     
     

    Proficient at dealing with a high volume of calls and problems reported by high end users.

     
     

    Customer focused team player with a positive attitude, expert communication skills and  able to communicate technical information to non-technical users..

     
     

    Forward thinker who seeks to improve business processes that deliver better services.

     

    REQUIREMENTS

     

     

     

     

     

     

     

     

     

    Work Experience:

     

    2 to 5

    years of specialized experience

     

     

     

     

     

     

    Must have experience in  2nd level call center desk side support experience

     

     

     

     

     

     

     

     

     

     

     

    Education:

     

     

    Required:

    High School or Equivalent

     

     

     

     

     

     

     

    Preferred:

    BA / BS (or equivalent experience)

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    Licenses / Certifications / Registrations:

    Windows O/S certified, ITIL or Help Desk Institute Certification a plus

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

    		  

Job Location
New York City/White Plains, NY

Position Type
Consulting

Salary Range
TBD