Help Desk Support
SMBC Group - New York City, NY
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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.Open Heat Incident tickets for each call coming into the CSCEscalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand-overPerform basic hardware, workstation and printer repairsAnswer helpdesk phone calls promptly Check and respond to Email requests and / or notificationsCheck and respond to Voice mail notificationsTroubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)Escalate Severity Incidents / problemsProvide 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 dayPerform basic Move / Add / Change ordersMust be able to work under pressure and be able to handle ACD calls and email requests dailyResponsible 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)Well versed in Microsoft suite of applicationsExperience with Windows and limited MAC O/SBasic Knowledge of Active DirectoryStrong customer service and analytical skillsSeveral years of Tier 1 Call Center experience (Banking or Finance industry preferred)Experience dealing with high volumes of calls and problems reported by end usersMust work well with others, be customer focused, a team player, positive attitude and have excellent communication skillsMust be a forward thinker, always looking to improve existing SC processes and provide relevant solutionsMust 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 BuildsBasic understanding of Lotus NotesEquitrac printing and / or basic printer hardware/software remediationTeams and Webex knowledge is a mustCitrix receiver troubleshootingOutlook Mobile Email clientMust 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
Created: 2024-04-20