Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
Introduction: Prime Hires is seeking a skilled IT - Operations Analyst I to join our client.
Contract Period: 12 Months with potential to extend or convert
Pay Rate: $20 per hour
Location: Lexington, SC
Location Type: On-site
Training: Onsite - 100% onsite for training and takes approximately 8 months
Business Hours: Monday – Friday; 6:00 am to 10:30 pm
- Job Responsibilities:Technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to employees in Corporate, Retail, Wealth, Phone Channels, Auto Finance, MBNA, Insurance, Securities, Real Estate Lending and Vendors
- 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
- Experience & Qualification Requirements:University Degree or College degree/Diploma is considered an asset
- 2 Years of Relevant Experience
- Associate’s Degree or Technical Certification preferred
- Excellent Written and Oral communication skills
- Above average Computing and Navigational skills
- 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
- Required 5 Days a week on site
- Looking to grow in IT - willing to learn and grow into the role
- Call Center with Technical Support Background - Troubleshooting Experience
- Knockout Questionnaire is completed and attached with submission (candidates are to bring preliminary questionnaire to interview)
- Access to a mobile device for multi factor authentication
- Experience with ticketing systems is an asset
