End User Support -US Technical Analyst

bank is growing. The Information Technology department is building an improved tech support and onboarding team to manage growth. If you are a Windows desktop support specialist who consistently keeps multiple streams running and delivered on time, join our team and help transform the way IT technical support is performed in the US.

The person filling the roll will contribute to the overall success of the business, ensuring specific individual goals, plans, and initiatives are executed and delivered in support of the team’s business strategies and objectives. All conducted activities must comply with governing regulations, internal policies and procedures.

The ideal candidate will be able to thrive in a highly paced environment and contribute on various IT initiatives as needed.

Candidate Value Proposition:

The successful candidate will exposed to a wide variety of work for the end-user, opening up opportunities for personal growth and skills advancement.

Typical Day in Role:

• Provide end-user support for MS Windows, Mac, Office 365, remote access/VPN, AV Conferencing]
• Onboarding new bank staff

• Managing Cyber vulnerabilities

• Support front-office trading and sales functions in a large international bank.

• Support back-office operations and corporate functions.

• Support Investment Banking, Compliance, and other private-side businesses within the bank.

• Understand priorities, risks, and regulatory rules of the bank.

• Champion a customer focused culture to deepen client relationships.

• Demonstrate subject matter expertise in Windows, mobile technologies, desktop and standard applications.

• Provide exemplary customer support

• Provide technical support of end user issues via telephone, email, ticket assignment or walk-up requests.

• Resolve 80% of technical support issues on the first call. Assign to proper resolver teams if needed.

• Perform root cause analysis, diagnosis, and remediation of all technical issues.

• Manage trouble tickets in Service Now.

• Use diagnostic utilities to aid in troubleshooting.

• Access software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.

• Performs hands-on fixes at the desktop level, including installing and upgrading software and configuring systems and applications.

• Resolves computer and laptop issues (connectivity, performance) and printer issues (local, network).

• Support other IT Groups as needed

• Escalate large scale issues to senior management.

• Liaise with the appropriate resolver/application teams for second level support.

• Engage a broad range of stakeholders across Front & Middle Office, Product Control, Risk Management, Back Office, Application teams.

• Adhere to established information security standards and procedures.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions.

1. 3+ years’ experience performing IT end-user support at a financial institution.

2. Working knowledge of DNS, internet infrastructure, and IP informational tools.

3. Technical support expert, familiar with common computer hardware and productivity software applications

4.Expert troubleshooting skills with various hardware (Laptops, iPads, iPhones, desktops, printers).

1. Proficiency with MS O365 Suite

Nice-To-Have Skills:

• Previous experience with ServiceNow

Soft Skills Required:

• Excellent communication skills, ability to be articulate and speak clearly on the phone.
• Excellent judgment skills to properly evaluate situations and provide effective solutions.
• Strong written and oral communication skills.
• Solid interpersonal skills, with a focus on understanding issues and making recommendations.
• Ability to absorb and retain information quickly and work independently with minimal supervision.
• Strong professionalism - comes dressed in professional attire every day.

Education: Bachelor’s degree in Information Systems.

Best VS. Average Candidate: The ideal candidate will have strong experience with end-user technology, and would have a great attitude, with excellent customer service skills. The candidate must be a reliable resource, who takes pride and ownership in their work.