Help Desk Analyst

Description:

• Business Initiative/Purpose: (Goal, Business Impact, Accomplishments from the work)
• ·       Provide augmented help desk resources to support the migration of Correspondent Lending to Empower project.

Role Responsibilities: (what they will be doing)

• Help Desk Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a Resolution and often provides educational training on various systems supported by Originations Servicing Support (OSS). Each Phone Analyst Adheres to Compliance regulations and adhere to Client’s Policies and Procedures related to the scenario. If the Phone Analyst is unable to resolve the related issue the call will get escalated to a more experienced OSS teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

Must Have Skills/Prior Experiences: (Vendor should not submit any candidate that does not have these skills/prior experience.)

·       High school diploma or equivalent

·       1-3 years Help Desk environment

·       Excellent listening, verbal, and written communication skills

·       Ability to handle a busy stressful environment and always maintain professionalism.

·       Troubleshoot, Analyze and Resolve related issues using available resources and tools.

·       Report any new issues immediately to next level support and Management. 

• Speak with end-users to resolve their issues quickly and determine a root cause.
• Support roll-out of new applications.
• Completes call logs in Salesforce on each call and works bulk requests in between calls.
• ·       Educate each Teammate on each issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the same issue. 
• ·       Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application. 
• ·       Adheres all Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance.
• ·       Stays up to date on Daily Communications provided by Management or Communications. 
• ·       Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined.                   

• Plus/Nice to Have Skills/Prior Experiences: (Hiring Manager DOES NOT require these skills/ prior experience. However, candidates with any of these will be looked at first.)
• ·       Associate’s or Technical degree.
• ·       3 years of IT experience. 
• ·       Knowledge of specific software/hardware.
• ·       Banking or financial services experience.