What are the responsibilities and job description for the Help Desk Analyst I or II position at Bank of America?
Job Description:
Position Summary or Help Desk 1
Internal Employee Technology Support role for a global user-base. Inbound call center, supporting customers via telephone and chat interactions. Role involves basic troubleshooting of Microsoft applications and proprietary systems. Desired experience in Microsoft Office application suite -- how to, in addition to technical troubleshooting. Candidate should have excellent customer service skills. In-house training will be conducted. Technologies may include, but are not limited to: Windows 10/, Microsoft Office, iOS (iPad/iPhone), VPN, HVD, knowledge base, and ticketing systems.
Key Responsibilities
Respond to common requests for support using information from knowledge systems to apply resolution; promptly escalates unresolved incidents or requests as appropriate
Receives, categorizes, prioritizes and handles incidents in line with the Incident Management Standards
Meet established individual performance metrics related to first call resolution, incident and call quality, adherence to schedule, and customer satisfaction
Continuously educate customers on self-help products and services
Maintains relevant incident and knowledge records; communicates with clients on progress towards service restoration, resolution, and closure
Required Skills
Experience with end user support/contact center preferred
Ability to search and leverage knowledge articles to resolve 1st line technical issues
Experience in basic end user instruction
Must be able to communicate clearly
Exposure to Windows Operating Systems, Microsoft Office Suite and Internet
Exposure to mobility products (iOS / Android / Apple)
Ability to work well in a team environment.
Familiarity with home networks (set up of routers) and remote access set up
Operates well in a fast-paced environment.
Ability to learn and adapts to new skills and environments
Analyst II-Help Desk
Job Description Summary
Key responsibilities for this role include but not limited to:
• Provide first level technical support for bank employees via calls or escalations to live chat through Virtual Assistant
• Receives, categorizes, prioritizes and handles incidents in line with the Incident Management Standards
• See end users issue through to resolution in a timely manner with client satisfaction remaining the priority
• Meet individual performance metrics
• Take ownership and accountability of issues from start to resolution, ensuring end user is aware of updates
• Respond to common requests for support using information from knowledge systems to enable resolution and promptly escalates unresolved incidents or requests as appropriate
• Educate end users on self-help products and services
• Maintains relevant incident and knowledge records, communicates with clients on progress towards service restoration, resolution, and closure
• Identify opportunities for continuous improvements to product and procedures and raise to ESS & Team Managers
• Participates in workstreams and initiatives supporting level 2 teams
Required Skills:
________________________________________
• Experience of IT and knowledge of several generic desktop software tools.
• Previous experience in end user support role or IT Service Desk
• Troubleshoot technical issues
• Basic troubleshooting of Microsoft applications and proprietary systems.
• Problem solving skills
• Experience in advanced end user instruction
• Able to manage multiple issues simultaneously and be a solid verbal communicator.
• Experience in supporting Windows Operating Systems, Microsoft Office Suite and Internet
• Experience in supporting mobility products (iOS / Android / Apple)
• Ability to work well in a team environment.
• Operates well in a fast-paced environment.
• Organized and detailed communication with excellent people skills.
• Familiarity with virtual meeting platforms such as Zoom, WebEx, MS Teams.
• Experienced in supporting with home networks (modems, wireless routers, Ethernet hub/switches, VOIP).
• Experience supporting banking/call center environment preferred; however, not required.
• Excellent written and verbal communication skills using various methods and technology.
• Solid hardware and software troubleshooting/resolution skills.
• Experience with client escalation and Incident Management Standards
• Experience with BCM Remedy
Shift:
1st shift (United States of America)Hours Per Week:
40
