Job Description
Our client, a Banking company, is looking for a IT Operations Analyst I for their Columbia , SC /Hybrid location.
Responsibilities:
Requirements:
Why Should You Apply?
Responsibilities:
- A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, Mobile devices) to Client employees in Corporate, Retail, Wealth, Phone Channels, Client Auto Finance, MBNA, Client US, Client Insurance, Client Securities, Real Estate Lending and Vendors.
- The business operates 7/24/365 in a team oriented environment with over 100 front line support representatives across two locations..
- 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.
Requirements:
- Above average computing and navigational skills
- Exceptional customer service skills in a client facing role such as a call center/tech support role - must have exp. with customer support
- 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
- Looking to grow in IT – willing to learn and grow into the role
- Call Center with Technical Support Background – troubleshooting experience
- IT Helpdesk experience/Experience with Ticketing
- Technical degree and/or IT Certification preferred.
- General knowledge and understanding of PC hardware and components.
- High school education required. 0-2 years of related experience. Associates Degree or Technical Certification preferred
- Exceptional customer service skills
- Experience with ticketing systems is an asset
- Excellent written and oral communication skills
- Above average computing and navigational skills
- A team player who collaborates effectively with peers and other teams
- University Degree or a College degree/diploma is considered an asset
- Good knowledge of Microsoft 0365 products (Word, Excel, OneNote and PowerPoint)
- A technical support background or related education including experience with some or all of the following: Windows 10, IE11,Edge/Chrome/Firefox/Safari, VOIP, Active Directory, Citrix/Remote Access, Blackberry, BYOD, Azure, All Microsoft office products, MS Teams and Webex, SCCM, variety of telephony devices and a good understanding of networking and Wi-Fi support.
- Experience with iPad, Tablets, Smartphone and Android devices
- Strong MS Office (Excel,Word,PowerPoint,Outlook)
- Able to type at least 30 words per minute Yes
- Above average computing and navigational skills 1 years
- Call Center Experience 1 years
- Looking to grow in IT True
- Technical degree and/or IT Certification Yes
- IT Helpdesk Experience 1 years
- Knowledge and understanding of PC hardware and components 1 years
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Numbers & Facts
| Location | Columbia, SC |
| Industry | Management Consulting Services |
| Salary | $20 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.
Skills
- 1st Level Supportunmatched
- Androidunmatched
- Apple iPadunmatched
- Banking Servicesunmatched
- Blackberryunmatched
- Business Servicesunmatched
- Call Centersunmatched
- Citrix Product Familyunmatched
- Communication Skillsunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Documentationunmatched
- Financeunmatched
- Google Chrome Browserunmatched
- Hardware Componentsunmatched
- Health Planunmatched
- Help Deskunmatched
- Identify Issuesunmatched
- Information Technology & Information Systemsunmatched
- Insuranceunmatched
- Microsoft Active Directoryunmatched
- Microsoft Excelunmatched
- Microsoft Internet Explorer Browserunmatched
- Microsoft Officeunmatched
- Microsoft Outlookunmatched
- Microsoft PowerPointunmatched
- Microsoft Product Familyunmatched
- Microsoft Windows Azureunmatched
- Microsoft Windows Operating Systemunmatched
- Microsoft Wordunmatched
- Mobile Devicesunmatched
- Mortgage Lendingunmatched
- Operational Auditunmatched
- PC Hardwareunmatched
- Presentation/Verbal Skillsunmatched
- Remote Accessunmatched
- Retailunmatched
- Safari Browserunmatched
- Scorecardingunmatched
- Secondary Schoolunmatched
- Securitiesunmatched
- Smartphonesunmatched
- System Center Configuration Manager (SCCM)unmatched
- Team Playerunmatched
- Technical Supportunmatched
- Telephonyunmatched
- Time Managementunmatched
- Trend Analysisunmatched
- VoIP (Voice over IP)unmatched
- WebExunmatched
- Wi-Fiunmatched
- Writing Skillsunmatched
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