Help Desk Analyst

Description:

Bachelor Degree: (Required, Preferred or Not Required)

• Not required.

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 adheres 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.

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.

EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.