Help Desk Support

Overview

This position is responsible for providing high-end quality customer service to our global customers located in the North American and EMEA regions. This position will receive CSC related emails, receive walk-up requests including calls from internal SMBC business customers via ACD. They are responsible for managing each incident or service request correctly, open a HEAT incident or service request, and dispatch / escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.

Responsibilities

Open Heat Incident 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

Answer helpdesk phone calls promptly

Check and respond to Email requests and / or notifications

Check and respond to Voice mail notifications

Troubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)

Escalate Severity Incidents / problems

Provide all necessary information to next level support via positive hand-over (Attachments, screen shots, document steps taken to that point, which will facilitate troubleshooting)

Ensure that all open Heat requests / tickets have been properly updated via the journal field at the end of shift and / or before close of business day

Perform basic Move / Add / Change orders

Must be able to work under pressure and be able to handle ACD calls and email requests daily

Responsible for providing new scripts and / or fixes into the Heat Plush Knowledge (HPK) knowledge database to help increase the level of First Call Resolution (FCR)

Qualifications

Well versed in Microsoft suite of applications

Experience with Windows and limited MAC O/S

Basic Knowledge of Active Directory

Strong customer service and analytical skills

Several years of Tier 1 Call Center experience (Banking or Finance industry preferred)

Experience dealing with high volumes of calls and problems reported by end users

Must work well with others, be customer focused, a team player, positive attitude and have excellent communication skills

Must be a forward thinker, always looking to improve existing SC processes and provide relevant solutions

Must be willing to work some weekends and late nights to support upgrades, changes, etc.

SCCM knowledge is a must for software deployments and / or staging PC Builds

Basic understanding of Lotus Notes

Equitrac printing and / or basic printer hardware/software remediation

Teams and Webex knowledge is a must

Citrix receiver troubleshooting

Outlook Mobile Email client

Must be able to support an On-call rotation schedule - evening and weekend support a few times a year.

Must participate in twice-yearly BCP tests