Details:
The Advanced Technical Assistance Team is an elite team of problem solvers taking on challenges that the Service Desk was unable to resolve. Its responsibilities lie predominately in resolving BAU tickets created by the Service Desk, providing feedback to help the Service Desk improve and highlight widespread issues so they can be resolved by the engineering teams. Individual team members will provide best-in-class technology phone support and use remote tools to assist clients in remote offices or who are working from home. Excellent communication and customer service skills are essential along with strong technical troubleshooting abilities.
Job Responsibilities:
- Provide swift and professional technical support
- Perform analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions
- Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices and related hardware or software in order to deliver required deskside service levels
- Utilize the ticket management system to record, update and resolve tickets from the Helpdesk
- Collaborate with other support groups across global locations to help troubleshoot client issues
- Upholding procedures for logging, reporting, and statistically monitoring desktop operations
- Write technical support and client documentation in form of Knowledgebase articles
- Meet or exceed expected customer service levels
- Other duties as assigned by the Advanced Technical Assistance Team Managers
- Excellent proven track record supporting clients in a financial environment
- Excellent proven customer service-based approach
- Proven ability to prioritize tasks and issues according to the business impact
- Good written and verbal communication skills
- Good time management skills
- Able to work in a high-pressure environment
- Strong organizational and analytical skills
- Ability to multi-task and work under pressure
- Ability to work autonomously and within team
- Flexible and proactive with a "will do' attitude
- Takes responsibility and follows through on issues to closure and root cause resolution
- Demonstrable desire to achieve
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