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    ATM TCR Help Desk Analyst - Buffalo, United States - M&T Bank

    M&T Bank
    M&T Bank Buffalo, United States

    3 weeks ago

    Default job background
    Description
    The Technology Infrastructure Engineering and Operations Team delivers and supports all the foundational technology used across M&T Bank.

    Supports Two Data Centers, 1 Service Desk, 14,000 Distributed platforms, 24 Mainframe Regions and process approximately 635,000 automated jobs per month.

    We deliver innovative, and compelling technology solutions to enhance the internal customer experience that enables our business partners to deliver.


    Overview:


    This role is responsible for monitoring, escalating and coordinating the resolution of problems occurring within the ATM and Teller Cash Recycler (TCR) network.

    ATM Services utilizes the Vyanmic View System and the Postilion application for ATM monitoring and Service Now and Ubiqular for TCR monitoring as their primary tools to accomplish this task.

    The position requires technical skills as well as effective communication skills to be successful. The position is within the ATM-TCR Services Department, which operates from 7:00 a.m. to 10:00 p.m., seven days a week including holidays.

    This position would have a flex schedule.

    Primary Responsibilities


    • Problem Ownership- Responsible for recognizing, isolating and coordinating the resolution of all problems impacting ATM- TCR Service delivery channel.
    • Problem Escalation - Responsible for escalating ATM and TCR problems to internal and external service providers as required to meet our ATM-TCR Services availability objectives. Escalates to ATM-TCR Services Help Desk manager and others as needed to resolve chronic and/or unique problems.
    • Problem Reporting - Responsible for detailed reporting of all incidents affecting ATM-TCR Services Channel, availability and the actions taken to affect a resolution. Requires clear, concise, detailed problem entries in the Vyanmic View and/or Service Now Center systems.
    • Customer Service - Provides excellent customer service to all internal and external customers calling the ATM-TCR Services Help Desk. Very courteous, professional and customer focused. Good phone skills and communications skills are essential.
    • Teamwork Skills - Works well with others, has good interpersonal skills. Respects and values others' contributions and opinions. Shares information and knowledge with team. Strives to find areas to contribute to team successes.
    • Productivity - Maintains a high level of productivity by staying actively engaged and available for incoming calls as determined by the ACD statistics.

    Education and Experience Required:

    • High school diploma and a minimum of 2 years' technology-related/customer support experience
    • Effective communication skills.
    • One Year of experience in Call Center/Help Desk/Customer Service
    • Detail oriented
    • High motivational level, proactive performer
    • Professional attitude
    • Penchant for self-development
    • Team player
    • Excellent Problem solving/analysis skills

    Experience Preferred:

    • Call Center Experience
    • ATM Settlement Experience
    • Project Experience
    • Procedure Development Experience
    • Experience with Postilion or Vyanmic View
    M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $ $32.32 Hourly (USD). The successful candidate's particular combination of knowledge, skills, and experience will inform their specific compensation.


    Location:
    Buffalo, New York, United States of America
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