IT Operations Analyst I

IT Operations Analyst IOur client, a Banking company, is looking for an IT Operations Analyst I for their Columbia, SC /Hybrid location.Responsibilities:A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to Client employees in Corporate, Retail, Wealth, Phone Channels, Client Auto Finance, MBNA, Client US, Client Insurance, Client Securities, Real Estate Lending and Vendors.The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations.Working in collaboration with support teams, the business relies on Service Desk employee's vast expertise of technical and application related knowledge to deliver an excellent colleague service experience with focus on maintaining high first call resolution rates.The primary accountability of this position is to provide first level technical support.Respond to a variety of inbound colleague calls/emailsEnsure accurate and detailed problem documentation/ticketingProvide timely escalation and follow-up with support groups and colleaguesIdentify and escalate wide-impact or potential wide-impacting outagesIdentify trends and opportunities for improvement as well as provide ongoing feedbackBuild ongoing support proficiency for other skills and applicationsTeam members receive in-depth classroom training and shadowing and are measured using a performance scorecard approach which highlights productivity, colleague interaction, first contact resolution, support proficiency and ticketing quality.Requirements:Above average computing and navigational skillsExceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer supportTeam player who collaborates effectively with peers and other teams but can also work well independentlyGood knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)Ability to type at least 30 words per minuteLooking to grow in IT – willing to learn and grow into the roleCall Center with Technical Support Background – troubleshooting experienceIT Helpdesk experience/Experience with TicketingTechnical degree and/or IT Certification preferred.General knowledge and understanding of PC hardware and components.High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferredExceptional customer service skillsExperience with ticketing systems is an assetExcellent written and oral communication skillsAbove average computing and navigational skillsA team player who collaborates effectively with peers and other teamsUniversity Degree or a College degree/diploma is considered an assetGood knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.Experience with iPad, Tablets, Smartphone and Android devicesStrong MS Office (Excel,Word,PowerPoint,Outlook)Able to type at least 30 words per minute YesAbove average computing and navigational skills 1 yearsCall Center Experience 1 yearsLooking to grow in IT TrueTechnical degree and/or IT Certification YesIT Helpdesk Experience 1 yearsKnowledge and understanding of PC hardware and components 1 yearsWhy Should You Apply?Health BenefitsReferral ProgramExcellent growth and advancement opportunities