Operations Support Help Desk Representative
ESL Federal Credit Union - Rochester, NY

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This position is accountable to work with front-line staff to analyze and resolve both operational and technical issues and answer their questions in a timely, professional, and effective manner with the aim of eliminating recurrences and reducing calls to the Help Desk. This position is also responsible for user account management.

Principal Accountabilities:
Improves performance of client group through Help Desk Support

  • Respond to incoming calls/chats to the Help desk, take ownership of the problem until final resolution and closure, if problem is escalated, ensure needs of caller are met
  • Analyze and resolve problems according to priorities and time frames laid out in the Help Desk service level agreements, or escalate when necessary
Provides centralized computer security administration and support to ESL systems and users including:

  • Creating, maintaining and deleting system access within current service level agreements
  • Recording all employee access
  • Troubleshooting user security issues
  • Retrieve audit required information within timeframe requested
  • Timely and accurate completion of batch and routine user requested process cycles
  • Review log files , identify failures and take corrective action for all processing jobs
Keep front-line staff well informed of global problems or scheduled system changes to minimize disruption to their workflow

  • Keep caller informed of progress on their reported problems that cannot be resolved at the point-of-call
  • Contact all callers within 24-48 hours after resolution to ensure that the problems they had were fixed properly and to solicit feedback and improvement opportunities for the Help Desk.
  • Communicate to management high-impact problems
  • Keep supervisor, and peers informed of trends, and unexpected delays
Proactively look for ways to improve operational processes, thereby reducing calls to the Help Desk

  • Identification of common calls to share with Supervisor and Senior Representative as potential training issues, process improvement opportunities, etc
  • Properly track all calls received.
  • Serves as a content, policy, procedure, systems and functions expert
  • Other duties as assigned
  • Bachelors Degree in Business and/or Computer Science or equivalent branch/operations experience
  • In addition, minimum two years experience in bank environment
  • Strong background in PC applications, (Windows, Word, Excel, Access, mainframe applications)
  • Excellent analytical, interpersonal and communications (verbal and written) skills required
  • High degree of flexibility in working hours
  • Able to calmly and efficiently handle multiple tasks at once
  • Strong interpersonal communications and teamwork skills
  • Strong troubleshooting/problem solving skills

ESL Federal Credit Union - 2 years ago - save job - copy to clipboard
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