Helpdesk Associate Analyst

Job Description

Position:
Helpdesk Associate Analyst

Duration: 9+ months (Possible Extensions)

Location:

Albany, NY – 12211

An entry level position requiring an IT Associate, Bachelor’s degree or IT Certification or equivalent experience. 1 to 3 years’ experience in a Helpdesk or Customer Service environment. Responsible for providing technical phone based support, laptop, desktop, printer and network connectivity issues as well as applications throughout the Corporate and Retail Bank Enterprise.

A Day In the Life Of First Level Representative:

• Responsible for providing technical support, laptop, desktop, printer and network connectivity issues as well as application support throughout the Corporate and Retail Bank Enterprise.
• Position’s focus is on technical phone support to our internal Employees.
• Phone Based Support
• Answer incoming client calls on a wired headset at your desk, average 25-40 calls per day
• Perform initial problem determination by asking client trouble shooting questions
• Utilize Service Manager to find appropriate Knowledge article to use
• Document clients call and steps taken in Service Manager
• Stay informed, read News Articles and Group Chat feeds
• Manage Callers time effectively, use escalation guidelines
  
  Resolve Call using all available resources to you striving for First Call Resolution or sending a ticket when deemed necessary
• Manage After call work and Auxiliary time daily 50 minutes or less
• Receive 2 – 15 minute breaks scheduled by you when there is phone availability
• Receive a half hour lunch for an 8.5 hour workday scheduled by management

Goals:

• First Call Resolution minimum goal 88%
• After Call Work & Auxiliary combined goal of 10% or less
• Quality Score 98% or higher
• Survey Score 4.85% or higher out of 5.0

• IT Associate, Bachelor’s degree or IT Certification or equivalent experience
• 1 to 3 years’ experience in a Helpdesk or Customer Service environment