WhitePlainsRecruiter Since 2001
the smart solution for White Plains jobs

Help Desk Support

Company: SMBC
Location: White Plains
Posted on: August 2, 2022

Job Description:

**Overview**This position is responsible for providing high-end quality customer service to our global customers located in the North American and EMEA regions. This position will receive CSC related emails, receive walk-up requests including calls from internal SMBC business customers via ACD. They are responsible for managing each incident or service request correctly, open a HEAT incident or service request, and dispatch / escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.**Responsibilities**+ Open Heat Incident tickets for each call coming into the CSC+ Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand-over+ Perform basic hardware, workstation and printer repairs+ Answer helpdesk phone calls promptly+ Check and respond to Email requests and / or notifications+ Check and respond to Voice mail notifications+ Troubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)+ Escalate Severity Incidents / problems+ Provide all necessary information to next level support via positive hand-over (Attachments, screen shots, document steps taken to that point, which will facilitate troubleshooting)+ Ensure that all open Heat requests / tickets have been properly updated via the journal field at the end of shift and / or before close of business day+ Perform basic Move / Add / Change orders+ Must be able to work under pressure and be able to handle ACD calls and email requests daily+ Responsible for providing new scripts and / or fixes into the Heat Plush Knowledge (HPK) knowledge database to help increase the level of First Call Resolution (FCR)**Qualifications**+ Well versed in Microsoft suite of applications+ Experience with Windows and limited MAC O/S+ Basic Knowledge of Active Directory+ Strong customer service and analytical skills+ Several years of Tier 1 Call Center experience (Banking or Finance industry preferred)+ Experience dealing with high volumes of calls and problems reported by end users+ Must work well with others, be customer focused, a team player, positive attitude and have excellent communication skills+ Must be a forward thinker, always looking to improve existing SC processes and provide relevant solutions+ Must be willing to work some weekends and late nights to support upgrades, changes, etc.+ SCCM knowledge is a must for software deployments and / or staging PC Builds+ Basic understanding of Lotus Notes+ Equitrac printing and / or basic printer hardware/software remediation+ Teams and Webex knowledge is a must+ Citrix receiver troubleshooting+ Outlook Mobile Email client+ Must be able to support an On-call rotation schedule - evening and weekend support a few times a year.+ Must participate in twice-yearly BCP tests**Job Locations** _US-NY-New York - US-NY-White Plains_**Posting Date** _2 weeks ago_ _(7/12/2022 3:51 PM)_**_Career Category_** _Information Technology_**_iCIMS ID_** _2022-12522_**_Corporate Title_** _N/A_**_Type_** _Fulltime-Regular (Exempt/Non-Exempt)__SMBC is an EO employer - M/F/Veteran/Disability_

Keywords: SMBC, White Plains , Help Desk Support, Other , White Plains, New York

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest New York jobs by following @recnetNY on Twitter!

White Plains RSS job feeds