Help Desk Analyst

Tsr, Inc. San Antonio , TX 78245

Posted 1 week ago

TSR Consulting is seeking an ATM Service Analyst for a Financial Client in San Antonio, TX-

Consulting Role

Direct Applicants Only

Help Desk Analyst

Location: San Antonio, TX

Duration: 12 Months

SHIFT: Sunday-Thursday 11:00am-7:30pm

8 hours of day which is Thursday-Monday 7:00pm-3:30am or 9:00pm-5:30 am


  • Responsible for performance and ticket management of Financial Institution's ATMs located globally.

  • As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored.

  • This role will interface with various technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues.


  • Provides guidance and instructional support for local teams and initial support to diagnose and resolve ATM issues.

  • Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.

  • Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.

  • Manage assigned ticket queue and track issues to closure.

  • Address and acknowledge tickets within the Service Level Agreement (30 minutes).

  • Report and follow-up aging and reoccurring ATM issues.

  • Assist with maintaining procedure documentation as it applies to specific countries

  • Effectively communicate issues and status updates with business users, service providers, and management teams.

  • Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.

  • Work shop is 24x7 (365 days a year ? weekends and holidays).

  • Utilizing monitoring tools and ticketing systems for addressing issues.

  • Review metrics (Spreadsheets, Data Trending/Analysis, Database). *as needed

  • Be the technology advocate for the businesses and/or customers we support.

  • Deliver exceptional customer service.

  • The ATM Analyst must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed.

  • He/she must analyze and present data to explain the cause and steps to prevent reoccurrence.

  • He/she must be able to manage trends or alerts to identify the underlying issue and initiate standard remediation.

  • He/she must perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant.

  • He/she must take ownership and accountability of your own deliverable actions.

  • The ATM Analyst must be an individual who is pro-active, team oriented, possess excellent social skills, and possess technological expertise necessary to diagnose and resolve issues.

  • The ATM Analyst must be able to multi-task and provide 1st level support in the diagnosis of all application and hardware devices.

  • Identification of trends, repeating alerts or generic issues should all be investigated.


  • Language support maybe need for NA, EMAE, ASPAC and LATAM Countries.

  • Ability to work various shifts, including 2nd and 3rd shifts and up to one weekend day.

  • Ability to follow complex and unique processes and adapt to change rapidly

  • Analytical thought needed to resolve issues in a variety of complex situations.

  • Ability to manage multiple issues in fast-paced, deadline driven environment.

  • Strong problem solving and decision making skills.

  • Superior organizational skills needed to manage several issues and follow-ups simultaneously.

Possess In-depth knowledge of the following:

  • Trouble Ticketing systems

  • Monitoring Tools

  • Network Protocols

  • LAN/WAN knowledge

  • TCP/IP

  • Internet/Browsers

  • Spreadsheets

  • MS Exchange

  • Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project)

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Help Desk Analyst

Tsr, Inc.