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