POSITION SUMMARY:
Performs duties to support the bank’s end users in ticket tracking and resolutions. Assists users with computer software applications and hardware issues. Logs computer-related questions and resolutions and escalates tickets to responsible parties. Provides information and training to users. Duties require good communication skills and understanding of bank’s computer applications, processes, and service culture.
ACCOUNTABILITIES:
Help Desk: 65%
· Demonstrates a high level of customer service by helping users identify issues and tracking resolution.
· Provides technical assistance and accurate resolution.
· Identify trends and improvement opportunities by performing root cause analysis.
· Answers questions thoroughly and respectfully.
· Diagnoses software and hardware problems.
· Maintains accurate documentation of issues and inquiries and the corrective actions.
· Establishes processes for problem resolution, and training materials as needed.
· Maintains knowledge of computer applications, hardware, and processes for issue resolution.
· Assists the IT Team with escalated issues for proper ticket tracking and closure.
· Provides primary support for end users.
Technical Support: 30%
· Assists the network administrator and department head with software installation, patches, and upgrades.
· Provides cloud application support, including Microsoft 365.
· Provides other technical support for systems management e.g. endpoint management and security
Other: 5%
· Maintains customer confidence and protects operations by keeping information confidential.
· Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
· Contributes to team effort by accomplishing related results as needed.
· Participates in civic and community activities to generate visibility and contact for the bank.
· Attends mandatory compliance and security sessions. Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.
COMPETENCIES:
Complex Problem Solving
· Identifies complex problems and reviews related information to develop and evaluate options and implement solutions.
Professionalism
· Projects a positive image of the bank to all internal and external customers.
Team Skills
· Works together with a group of people to coordinate and to help each other in daily tasks.
Initiative
· Exhibits the action of taking the first step such as originating new ideas or ability to think and act without being asked.
Integrity/Confidentiality
· Demonstrates the ability to hold confidential information and displays honesty and high ethical standards.
Customer Service
· Exhibits customer focus, acknowledges & listens to customer, and provides friendly, courteous, and efficient service.
Adaptability
· Adjusts quickly to different work situations and remains composed under pressure and in stressful situations.
Originality
· Demonstrates ability to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.
Training
· Understands the link between needed skills and employee competency. From this ‘gap’ must be able to determine the appropriate training method to best deliver training.
Verbal/Written Communication Skills
· Provides information to customers inside the organization, supervisors, and co-workers clearly and concisely in writing, by telephone or through e-mail.
ENVIRONMENTAL CONDITIONS:
· Work is performed primarily indoors in an office setting.
· Remote work may be available upon supervisor approval.
