- Open Heat Incident tickets for each call coming into the CSC
- Escalate calls to 2nd level in-house desktop technicians as well as our 3rd level support groups via positive hand-over
- Perform basic hardware, workstation and printer repairs
- Answer helpdesk phone calls promptly
- Check and respond to Email requests and / or notifications
- Check and respond to Voice mail notifications
- Troubleshoot and provide resolution on initial contact when possible (using password management tools, remote desktop, etc.)
- Escalate Severity Incidents / problems
- Provide all necessary information to next level support via positive hand-over (Attachments, screen shots, document steps taken to that point, which will facilitate troubleshooting)
- Ensure that all open Heat requests / tickets have been properly updated via the journal field at the end of shift and / or before close of business day
- Perform basic Move / Add / Change orders
- Must be able to work under pressure and be able to handle ACD calls and email requests daily
- Responsible for providing new scripts and / or fixes into the Heat Plush Knowledge (HPK) knowledge database to help increase the level of First Call Resolution (FCR)
- Well versed in Microsoft suite of applications
- Experience with Windows and limited MAC O/S
- Basic Knowledge of Active Directory
- Strong customer service and analytical skills
- Several years of Tier 1 Call Center experience (Banking or Finance industry preferred)
- Experience dealing with high volumes of calls and problems reported by end users
- Must work well with others, be customer focused, a team player, positive attitude and have excellent communication skills
- Must be a forward thinker, always looking to improve existing SC processes and provide relevant solutions
- Must be willing to work some weekends and late nights to support upgrades, changes, etc.
- SCCM knowledge is a must for software deployments and / or staging PC Builds
- Basic understanding of Lotus Notes
- Equitrac printing and / or basic printer hardware/software remediation
- Teams and Webex knowledge is a must
- Citrix receiver troubleshooting
- Outlook Mobile Email client
- Must be able to support an On-call rotation schedule - evening and weekend support a few times a year.
- Must participate in twice-yearly BCP tests
-
Help Desk Support
3 weeks ago
Zonestra Technologies llc Atlantic City, United Statestravel to other sites in Southern NJ 1-2x weekly so they must have a car. · **Job Type**: Contract · Pay: $ $25.00 per hour · Schedule: · - Monday to Friday · Work Location: In person ...
-
Front Desk Support
3 days ago
SUMERU INC New York, United States**Job Title: Practice Assistant/ Front Desk Support** · **Location: Murray Hill, E 34th St, New York, NY 10016** · **Duration: 06 Month of contract with extension** · **Position Overview**: · Responsible for ensuring customer service and the front desk processes of registration, ...
-
Help Desk Support
1 week ago
Information Systems Staffing New York, United States**Duties entail**: · - Opening, updating and closing support tickets in Service Now, as well as first level triaging and resolution of support requests. · - High volume technical call center environment providing end user phone support in troubleshooting software and hardware pro ...
-
Help Desk Support Specialist
3 weeks ago
Skopein Technology Solutions New York, United States**Job description** · **Requirements**: · - Bachelor's Degree with 1+ Years of IT Experience · - This position requires some travel to various client sites. · - Remote and on-site tech-support/helpdesk experience · - Excellent time management skills · - Impeccable communication a ...
-
Middle Office Desk Support
3 days ago
HSBC New York, United States-Job description · Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the peo ...
-
Middle Office Funding Desk Support
3 weeks ago
HSBC New York, United States-Job description · Our purpose - Opening up a world of opportunity - explains why we exist. Here at HSBC we use our unique expertise, capabilities, breadth and perspectives to open up new kinds of opportunity for our more than 40 million customers. We're bringing together the peo ...
-
Help Desk Support
2 weeks ago
Techspace Solutions Secaucus, United States**Job Title : Desktop Support Analyst -II** · **Location : Secaucus, NJ Onsite)** · **Duration : 12+ Months** · **Job description**: · - 2+ years of progressive experience in the desktop environment. · - Advanced knowledge and understanding of Windows desktop operating systems an ...
-
Day Shift: Help Desk/it Product Support
2 weeks ago
Adaptation New York, United StatesWe are looking for multiple Help Desk/IT Product Support Representatives to join our team to help support a large IT Support Team program. · **Location**:This position will be on-site 5 DAYS in Lower Manhattan · ***Job Requirements**: · - Outstanding verbal and written communicat ...
-
Night Shift: Help Desk/it Product Support
2 weeks ago
Adaptation New York, United StatesWe are looking for multiple Help Desk/IT Product Support Representatives to join our team to help support a large IT Support Team program. · **Location**:This position will be remote temporarily, then eventually moving to onsite in Manhattan. · **Shifts Available**: · **1. 11PM - ...
-
Adaptation New York, United StatesWe are looking for multiple Help Desk/IT Product Support Analysts to join our team to help support a large IT Support Team program. · **Location**:This position will be remote temporarily, then eventually moving to onsite in Manhattan. · **Shifts Available**: · **1. 11PM - 8AM Da ...
-
Support Desk
1 week ago
ExecOnline New York, United States FreelanceJob Description · Job DescriptionAt ExecOnline, we believe that leaders are within us and among us, which is why we strive to inspire others by creating a future-forward path. Our mission? To connect all leaders to their future potential. · In partnership with the world's top bu ...
-
Help Desk Support Technician
2 weeks ago
DO & CO Queens, United StatesWe have an exciting opportunity for a Help Desk Support Technician to join our DO & CO Family within our Unit in New York. · **In case you do know who we are**: · We have a passion for hospitality culinary delights on every banquet floor and in the sky. With the three business se ...
-
IT Support Desk Technician
2 weeks ago
SafeNet Solutions Eatontown, United States**What We are Looking For**: We are currently interviewing for dynamic support technicians to join our IT Support Team (Level 2, Level 3, and Service Lead). We're seeking individuals who can mesh with our existing team, fueling teamwork and collaboration and enhancing our overall ...
-
Help Desk Support
3 weeks ago
Genesis Corp dba Genesis10 New York, United StatesGenesis10 is currently seeking a Help Desk Support Specialist with our client in the financial industry located in NY, NY. This is an 8+ month contract position. · Responsibilities: · Provide technical support to users in an efficient and accurate manner · Provide application sup ...
-
Help Desk Support
3 weeks ago
Ascent Services Group New York, United StatesInnova Solutions is hiring a Service Desk Agent for a Hybrid role in NYC · Position Type: Contract · Duration : 6+ Months · Location: NYC - Onsite 3 days/week. · **Training onsite for 2 weeks. Must be flexible for shifts including weekends. · We are seeking a customer serv ...
-
IT Help Desk Support
1 week ago
K2 Staffing New York, United StatesJob Description · Job DescriptionSummary Our client is a leading CPA Firm located in Brooklyn, NY (with 5 other locations) and they are in immediate need of a Level I or II IT Help Desk Support. A qualified candidate would have both proven experience with technology and outstandi ...
-
Help Desk Support Lead
3 weeks ago
Top Stack New York, United StatesThis role will be supporting the Persistent Cyber Training Environment (PCTE) platform. · This person will be leading the help desk team as a Tier lll engineer, providing IT support and ensuring that the solutions align with the strategic objectives of the customer. · You will ...
-
Help Desk Support Analyst
19 hours ago
Experis New York, United StatesHelp Desk Support Analyst · Pay $30-35hr · Start 2/12/24 · Duration-6 months · Location NY, NY 10019 · ***onsite 5 Days · We are seeking a Service Desk Analyst to provides technical software, hardware, and network problem resolution to all employees by performing question/p ...
-
Help Desk Support Manager
3 weeks ago
Open Systems Technologies New York, United StatesOur client is looking for a Help Desk Support Manager to join their team in New York, NY. · Compensation: $150,000-200,000 · This role will be responsible for overseeing the IT support team and managing the day-to-day operations of the IT helpdesk. This individual will provide te ...
-
Help Desk Support Specialist
3 weeks ago
Eclaro New York, United StatesOur client a fortune 500 company has an interesting Full time on-site opportunity for you as an Help Desk Support Specialist. · Visa: Only US Citizen or Green Card (MUST BE LOCAL) · Location: NYC · On site 5 days a week: hours are roughly 7 – 4 (Must be local) · Salary $80K to $1 ...
Help Desk Support - New York, United States - Sumitomo Mitsui Banking Corporation
Description
Overview:
This position is responsible for providing high-end quality customer service to our global customers located in the North American and EMEA regions. This position will receive CSC related emails, receive walk-up requests including calls from internal SMBC business customers via ACD. They are responsible for managing each incident or service request correctly, open a HEAT incident or service request, and dispatch / escalate and assign efficiently while communicating with the customer to ensure complete satisfaction.
Responsibilities: