Posted by The Bank of America Corporation is an American multinational investment bank and financial services holding company headquartered at the Bank of America Corporate Center in Charlotte, North Carolina. The bank was founded in San Francisco and took its present form when NationsBank of Charlotte acquired it in 1998.
Global Service Desk Expert Support Services Coordinator
Location: Pennington, New Jersey; Jacksonville, Florida, USA
Job Description:
Role involves basic troubleshooting of Microsoft applications and proprietary system. Provides telephone support to end users regarding systems status, connectivity, network status, hardware/software support, and other information technology related issues. Analyzes inquiries and determines appropriate technical or procedural solutions. Consults with supervisor and other more senior staff. Escalates more complex problems to next level of support when solutions are unclear. Documents and tracks status of client inquiries and resolutions. Entry level.
• Provide technical assistance and guidance to Service Desk analysts
• Provide feedback too individuals for areas of opportunity
• Act as a point of escalation assisting analysts in difficult situations
• Assist Team Leads with complex escalations
• Provide Team lead feedback on their analysts and recommend training opportunities as needed
• Escalate incidents to team leads and ensure service desk analysts have direction on handling
Required Qualification:
1-3 years of technology/customer service experience required. Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications and proprietary system. Desired experience in Microsoft Office application suite — how to, in addition to troubleshooting. Candidate should have excellent customer service skills. In-house training will be conducted as needed. Technologies may include, but not limited to: Windows 10, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.
Desired Qualification:
Experience in a technology call center environment. Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents. Experience with technology ticketing systems. Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service.