IT Operations Analyst I

Our client, a Banking company, is looking for a 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/emails
• Ensure accurate and detailed problem documentation/ticketing
• Provide timely escalation and follow-up with support groups and colleagues
• Identify and escalate wide-impact or potential wide-impacting outages
• Identify trends and opportunities for improvement as well as provide ongoing feedback
• Build ongoing support proficiency for other skills and applications
• Team 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.

• Above average computing and navigational skills
• Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support
• Team player who collaborates effectively with peers and other teams but can also work well independently
• Good knowledge of Microsoft Office 365 (Word, Excel, OneNote and PowerPoint)
• Ability to type at least 30 words per minute
• Looking to grow in IT - willing to learn and grow into the role
• Call Center with Technical Support Background - troubleshooting experience
• IT Helpdesk experience/Experience with Ticketing
• Technical 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 preferred
• Exceptional customer service skills
• Experience with ticketing systems is an asset
• Excellent written and oral communication skills
• Above average computing and navigational skills
• A team player who collaborates effectively with peers and other teams
• University Degree or a College degree/diploma is considered an asset
• Good 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 devices
• Strong MS Office (Excel,Word,PowerPoint,Outlook)
• Able to type at least 30 words per minute Yes
• Above average computing and navigational skills 1 years
• Call Center Experience 1 years
• Looking to grow in IT True
• Technical degree and/or IT Certification Yes
• IT Helpdesk Experience 1 years
• Knowledge and understanding of PC hardware and components 1 years

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities