Help Desk 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 guidelinesResolve 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 Qualifications IT Associate, Bachelor’s degree or IT Certification or equivalent experience 1 to 3 years’ experience in a Helpdesk or Customer Service environment #J-18808-Ljbffr