Help Desk Specialist

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Position requires the ability to act as single point of contact for Financial customers with Incident Management Services

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Accountable for continuously receiving and handling high volumes of customer calls

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Responsible for service requests from customer and resolution of problems; Generate daily and weekly incident reports; Review incident history to determine recurring faults

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Monitor ATM networks

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Determine priority based on problem information and documented guidelines; Provide accurate solutions to user problems

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Use tools to remotely access customer equipment to diagnose and resolve customer problems

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Document, verify and make appropriate corrections to the incident record and customer profile; Updates work orders and provides status information

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Escalate customer problems both internally and externally, when required and according to defined escalation paths

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Acquire and maintain current knowledge of relevant product offerings and support policies

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Enhance and develop quality support methods and communication skills through coaching, feedback, and other developmental approaches

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Participate in team projects that enhance the quality or efficiency of the Service desk

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Work with other Support Specialists in order to coordinate and quickly resolve customer issues; provide regular updates to customers as efforts for resolution progress

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Requires rotation in work hours involving weekend, holiday or extended hours