Service Desk Analyst - Charlotte, United States - TEKsystems

TEKsystems Charlotte, United States

1 week ago

Description

Job Description

Wells Fargo & Company

End Client (if different from Account)

Duration

12 Month Minimum

Description

Wells Fargo is looking to bring on a group of Tech Support Agents to support the internal employees of Wells Fargo via inbound phone calls. Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing que and helping troubleshoot issues that the employees are experiencing. Types of calls could include: password resets, server issues, VPN/connection issues, outlook, specific application issues, etc.

The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor lead virtual training. After training is over agents will move into their designated shifts and start taking phone calls. During this time they will have support from managers and employees at Wells Fargo to answer questions and provide on the job training until they are comfortable.

Required qualification : Commitment to work through the contract end date months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration. The ability to use existing knowledge base content to search for known solutions and implement work arounds. Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high volume environment with great communication skills. Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts. Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals. Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365 , Outlook email, Teams. Additionally knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.

Job Title

WIM - service desk technician

Top Skills Details

months of previous Service Desk experience
2. Knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365 , Outlook email, Teams, Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids
3. Ability to use existing knowledge base content to search for known solutions and implement work arounds
\*must have reliable internet connection and a quiet work from home environment\*
100% REMOTE BUT MUST SIT IN PHOENIX, DALLAS, DES MOINES, CHARLOTTE MARKETS WITHIN 1 HR OF WELLS FARGO LOCATION

EVP

The team will host a training class for each agent giving them a chance to learn their internal process and tools, they recently moved to ServiceNow for their ticketing tool which is a common tool in the industry. The agents will be able to get a chance to support all 250K internal employees at an enterprise size company.

Work Environment

Remote but must sit in Phoenix, Dallas, Des Moines, or Charlotte

Additional Skills & Qualifications

Critical thinking, problem solving, go-getter attitude, friendly phone demeanor and strong communication

Impact to the Internal/External Customer

Without this support employees would have a large delay in tech support help impacting their ability to complete their real work costing the company a lot of money from low work levels

Interview Information

15 minute interview with someone our flex team or myself

Business Challenge

These agents will specifically be supporting the Wealth Investment Management que aka WIM. These agents will be supporting internal Wells Fargo employees that work directly with their end customers to assist with individuals financials. Currently the call volumes are so backed up that employees are waiting on hold for much too long and it is impacting their ability to serve Wells Fargo employees in an efficient manor. Agents will be assisting with mitigating the influx of calls coming to ensure employees are receiving support as efficiently as possible to ensure customer satisfaction and retention.

IT Service Desk Analyst

2 weeks ago

MVA Brand Charlotte, United States

Moore & Van Allen PLLC, a dynamic and fast-growing full-service law firm of more than 400 attorneys and professionals, is seeking an experienced IT Service Desk Analyst to join its Charlotte, NC team. This full-time position, with our Information Technology team will be responsib ...
Service Desk Analyst

1 week ago

TEKsystems Charlotte, United States

Job Description · Job DescriptionDuration · 9 · Duration Unit · Month(s) · Req Description · Description · Providing IT technical support via phone or chat. · Learn new support technology as required · Perform administrative tasks related to time keeping and misc tasks · Develops ...
it service desk analyst

1 week ago

Moore & Van Allen Charlotte, United States

Moore & Van Allen PLLC, a dynamic and fast-growing full-service law firm of more than 400 attorneys and professionals, is seeking an experienced IT Service Desk Analyst to join its Charlotte, NC team. This full-time position, with our Information Technology team will be responsib ...
IT Service Desk Analyst

1 week ago

Crescens Charlotte, United States

Job Title: IT Service Desk Analyst · Location: Charlotte, NC · Duration: 6+ Months · ** This is a hybrid position. The candidate will be required to work onsite in Charlotte, NC at least two days a week** · Job Description: · The IT Service Desk Agent I will provide front line ...
Service Desk Analyst

1 week ago

TEKsystems Charlotte, United States

Job Description · Job DescriptionDuration · 6 · Duration Unit · Month(s) · Req Description · Description · These are true Service Desk openings in a call center environment. · 100% Phone Support · Acts as the routine contact point, receiving and handling requests for support. Res ...
Service Desk Analyst

2 weeks ago

MONARCH TECHNOLOGIES INCORPOR Charlotte, United States

Job Description · Job Description · Monarch Technologies is looking for a Technical Support Specialist to join our team in our Charlotte office. This person will provide technical guidance and support to our business and customers. · The ideal candidate will have a strong tech ...
Help Desk Support Analyst

1 week ago

Brooksource Charlotte, United States

Help Desk Support Analyst · Charlotte, NC · Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time conversi ...
Help Desk Analyst Charlotte NC

2 weeks ago

Network Essentials Charlotte, United States

Job Description: · The Help Desk Analyst is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. · Ba ...
Help Desk Analyst Charlotte NC

1 week ago

Network Essentials Charlotte, United States

Job Description: · The Help Desk Analyst is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. · ...
IT Support/Help Desk Analyst

1 week ago

Global Help Desk Services, Inc. Rocky Hill, United States Part time

Position: IT Help Desk Analyst (IT Support). This is a technical support position. · Expected Hours (subject to change): Part-Time Open Position(s): Mon-Fri 8:30a-12:30p · Who We Are: We are a growing technical help desk outsourcer that believes in the core values of integrity, h ...
Bilingual IT Help Desk Analyst

1 week ago

Global Help Desk Services, Inc. Rocky Hill, United States Full time

Job Details:Position: Bilingual (Spanish/English) IT Help Desk Analyst (IT Support). This is a technical support position. · Expected Hours (subject to change): · Full-Time Open Position(s): Mon-Fri 8a-4:30pm · Reports to: Team Lead. · Who We Are: · We are a growing technical hel ...
Bilingual Help Desk Analyst

3 weeks ago

Global Help Desk Services, Inc. Rocky Hill, United States Full time

Job Details:Position: Bilingual (Spanish/English) IT Help Desk Analyst (IT Support). This is a technical support position. · Expected Hours (subject to change): · Full-Time Open Position(s): Wed 4:30p-10:30p; Thu-Sat 10:30a-10:30p · Reports to: Team Lead. · Who We Are: · We are a ...
Help Desk Support Specialist

6 days ago

Brooksource Charlotte, United States

Help Desk Support Analyst · Hybrid – Charlotte, NC · Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time ...
Help Desk Support Specialist

1 day ago

Brooksource Charlotte, United States

Help Desk Support Analyst · Hybrid Charlotte, NC · Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time ...
Help Desk Support Specialist

2 weeks ago

Brooksource Charlotte, United States

Help Desk Support Analyst · Hybrid – Charlotte, NC · All candidates should make sure to read the following job description and information carefully before applying. · Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for o ...
Help Desk Support Specialist

5 days ago

Brooksource Charlotte, United States

Help Desk Support Analyst · Hybrid Charlotte, NC · Brooksource is searching for a Help Desk Support Analyst in Charlotte, NC to support internal employees for our Fortune 500 Telecommunications client. This position is an ongoing long-term contract with potential for full-time ...
Syndicated Operations Analyst

1 week ago

Apex Systems Charlotte, United States

Job Title: Syndicated Operations Analyst · Large Bank · Pay rate: $45-53 · Location: Charlotte, NC (Uptown) – Will work on site all 5 days for the the initial training time · Contract Length: 12+ months with potential to convert · Required Skills: · Bloomberg, DTC and Syndicate ...
Senior Financial Analyst

1 week ago

AIR (Advanced Inhalation Rituals) Charlotte, United States

Who we are: · Rituals are at the heart of all cultures. They are social, they are instinctive, and they are above all, shared. At AIR, our aim is to bring customer-centric, innovation-led and digitally amplified approaches to inhalation rituals for all communities and societies. ...
Loan Collateral Analyst

1 week ago

Churchill Real Estate Charlotte, United States

Job Description · The Loan Collateral Analyst will support the Structured Lending team at Churchill Real Estate. The role will work collaboratively with the lending desk, operations, legal, and senior management to complete tasks and achieve scheduled goals. As part of the Struc ...
IT Support Partner

1 week ago

TEKsystems Charlotte, United States

: · The IT Technical Support Partner is responsible for troubleshooting and resolving technical issues on a wide variety of installed software and hardware. The technical support analyst provides consultation, training, troubleshooting, and problem-solving to all internal interna ...