Service Desk Dispatcher - Mobile, United States - SmartFinancial, Inc.

Description

• Comprehensive benefits- medical, dental, vision, life, and disability insurance
• Matching 401(k)
• Generous paid time off (PTO)
• SmartFlex Days
• Up to 11 Paid Company Holidays
• Incentive Program
• Mental Health Benefits Including 8 free sessions with a coach or certified professional
• Tuition Reimbursement
• Community Involvement Opportunities
• Company apparel provided at no cost

• Upholds SmartBank Core Values and Core Purpose.
• Adheres to and embraces the SmartBank Way by Acting Smart, Looking Smart and Being Smart.
• Responsible for the delivery of quality customer service to internal clients by providing them with a single point to report problems or to make inquiries.
• Manages day-to-day service delivery problems.
• Advanced computer knowledge.
• Ability to communicate with co-workers, management, and business contacts in a courteous, professional manner.
• Ability to research and learn new software applications quickly.
• Ability to work through stressful situations while keeping a positive attitude.
• Strong organization skills with the ability to Log, categorize and prioritize Incidents and Service Requests.
• Takes lifecycle ownership of all Incidents/Service Requests.
• Utilizes ITSM Software to ensure problem resolution, by initiating and tracking problem assignments to technical resources.
• Ensures timely escalation of client problem by documenting the impact to the client and by assigning an appropriate priority and resolution target.
• Keep users informed of progress
• Conducts first level problem determination using procedures and available tools. Records problem symptoms and status information in a timely fashion
• Close all Incidents, Service Requests, and other calls.
• Maintain a working understanding of, and complies with, applicable banking regulations, operating procedures, and security guidelines.
• Recommends constructive improvements to procedures.
• Assists in creation and maintenance of detailed documentation.
• Provide on-site and remote support to co-workers and other departments
• Ensures service levels are met in accordance with agreements including response time via phone or on site etc.
• Demonstrate initiative to learn new skills or expand job roles.
• Carries out such other duties that may be assigned or requested.

• Minimum high school graduate or participate in a qualified high school work program
• Entry level administration/technical experience in an IT dept or related customer service field

• Exhibit a strong commitment to providing outstanding operational support services to internal and external customers; demonstrate a strong commitment to operational support consistent with high customer expectations.
• Ability to perform well under pressure.
• Superior telephone etiquette and an ability to deal effectively with clients, vendors, peers, and management.
• Show clear, effective, and readily understood verbal skills.
• Must exhibit a high level of adaptability to organizational and technological change.
• Must demonstrate strong analytical and organizational skills.
• Ability to troubleshoot and resolve issues.
• Ability to multitask and handle various requests and tasks at a time.
• Ability to apply knowledge and sound judgment in decision-making using established guidelines.
• Strong written and oral communication.
• Detail oriented and ability to function in a team environment.
• Demonstrates ability to maintain a positive attitude.
• High level of integrity.
• Able to maintain regular and predictable attendance.
• Willing to accept new ideas and methods and be agreeable to change.

• Able to routinely stand, sit, bend and stoop. Occasionally lift or carry loads up to 50 pounds.
• Frequently and regularly required movements using wrists, hands, and/or fingers.
• Average, ordinary, visual acuity necessary to prepare/inspect documents or products and operate machinery.
• Ability to hear average or normal conversations and receive ordinary information.
• May be required to travel to training sessions or meetings.
• Must be available to work the required schedule of the branch office to include Saturdays. All Technicians, Specialists, and Dispatchers are required to participate in an "On-Call" rotation. While "on-call", the technician receives and must facilitate all after-hour/weekend support requests