Job Title: IT Operations Analyst/ Tech Support Call Center role
Contract Duration: 1 year (Extension possible)
Location: Lexington, SC
Work Type: Onsite with potential for hybrid

Job Description:

The Technology Service Desk offers:
A single point of contact for technical support and general queries (including password, hardware, software, e-Messaging, and Mobile devices) to Group employees in Corporate, Retail, Wealth, Phone Channels, Auto Finance, Client, clientUS, Insurance, 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 employees' vast expertise of technical and application-related knowledge to deliver an excellent colleague service experience with a focus on maintaining high first-call resolution rates.

Key Accountabilities:
The primary accountability of this position is to provide first-level technical support.

Key Responsibilities include:
Respond to a variety of inbound colleague calls/emails
IT Operations Analyst ensures 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.

Job Qualifications /Skills /Experience:
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
A University Degree or a College degree/diploma is considered an asset
Good knowledge of Microsoft 0365 products (Word, Excel, OneNote, and PowerPoint)
Ability to work flexible schedules based on business forecast requirements (which are subject to change). We offer weekly rotations which can include day shifts, evening shifts, weekend shifts, and overnight shifts. Shifts are published in advance and require flexibility to ensure appropriate coverage.
Ability to work flexible schedules; based on business needs (which are subject to change), we typically offer weekly rotations including early evening shifts, day shifts, and weekend shifts; we may require team members to cover overnight shifts as well; candidates with more shift flexibility and who meet our hiring criteria will be considered first.

Technical/Troubleshooting ability:
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 iPads, Tablets, Smartphones, and Android devices

Required Education:
High school education is required.
0-2 years of related experience.
Associate degree or Technical Certification preferred

Must Haves:
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
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 (candidates are to bring a preliminary questionnaire to the interview)
Access to a mobile device for multi-factor authentication

Nice to Have:
IT Helpdesk experience/Experience with Ticketing
Technical degree and/or IT Certification preferred.
General knowledge and understanding of PC hardware and components.

Note:
Must-Have Interview availability for onsite interviews, must have reliable transportation to get to the office (there are no bus routes in this area)
Punctuality is key – successful candidates are committed to learning and eager to develop into the role and be on time.
Candidate who is looking to grow in IT, has previous tech and call center experience.
This is primarily an onsite role, 5 days per week. Candidates can be scheduled for any 5 days of the week, including weekends.
This role will require flexibility to work either day, afternoon, or evening shifts. The earliest shift begins at 6 am, and the latest afternoon shift ends at 10:30 pm
Schedules rotate on a weekly basis. Schedules will be provided 1 month in advance.
Candidates will enter the rotation within 8-10 weeks of performing well in the role.
Shift changes with your co-workers are permitted, but subject to manager approval.

Benefits:
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund

About The Company:
Top 10 banks in Canada and North America offering comprehensive financial solutions. Providing retail, commercial, wealth management, and wholesale banking services, we help clients thrive in today's evolving market.

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