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