Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Helpdesk Analyst (Bilingual Spanish)

Expired Job

TSR Consulting Services, Inc. San Antonio , TX 78245

Posted 3 months ago

TSR Consulting's financial services client in San Antonio, TX has an immediate need for a Helpdesk Analyst. This is an initially a 1-year contract.

SHIFT: Tuesday Saturday 8:30am 5:00pm

Bilingual Spanish required.

DESCRIPTION
Responsible for performance and ticket management of 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.

RESPONSIBILITIES
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.
Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.
Foster teamwork, share knowledge with peers and eliminate silos.
Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.

DECISION MAKING
The ATM Analyst must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed. In addition, after the trouble has been resolved, 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 analyst should demonstrate the ability to work in a high volume, pressured, support Team, and financial organization.

COMPLEXITY
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. 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.
Technical Knowledge/Skills Required
Strong communications skills
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)

Skills:
Refer to Job Description
Contract
12 months


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Relationship Banker San Antonio TX 7018 FM 78 Bilingual Spanish Preferred

Bank Of America Corporation

Posted Yesterday

VIEW JOBS 11/16/2018 12:00:00 AM 2019-02-14T00:00 Job Description: Relationship bankers (RBs) are located in the financial center and are responsible for assisting and educating customers on self-service banking options (for example, mobile, online, ATM) and building and deepening customer relationships. RBs are also trained in cash transactions and may be asked to process these transactions both accurately and efficiently when needed. Primary Responsibilities: * Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies * Work with retail customers to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs * Open deposit accounts and sell banking products (examples: credit cards, CDs, IRAs, loans) * Quote rates, terms and programs for loan customer requests * Respond to customer inquiries and concerns, creating customized solutions * Recognize and refer cross-sell opportunities * Refer opportunities to appropriate specialist * Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth * Ensure the customer's needs are met by partnering with specialists and business partners to understand what they offer to customers and the most effective way to generate business referrals (examples: customer's banking, small business, mortgage and investment needs) * During times of high customer traffic, process transactions accurately and efficiently to build customer confidence and trust, based on established policies and procedures * Leverage available resources and technologies (such as tablets and bank by appointment) to optimize the customer experience and serve our customers with operational excellence and accuracy * Proactively manage risk in every business, product and service transaction leveraging available tools Required skills: * Skilled at and/or aptitude for assessing customer/client needs, providing applicable solutions/recommendations, and building customer relationships based on mutual trust to optimize sales opportunities to new and existing customers/clients * Ability to build solid relationships with teammates, business partners and specialists by fostering teamwork, partnership and collaboration in a virtual or face-to-face environment * Thrive on engaging with customers; can begin a conversation, handle objections, demonstrate patience to teach and so forth * Actively use and leverage current technologies to better understand the technology solutions available to improve our customers' financial lives * Ability to learn and understand technology to assist customers with self-service needs * Apply strong critical thinking and problem-solving skills to meet customers' needs * Available to work weekends and/or extended hours as required to run the business * Demonstrate initiative, a commitment to continuous learning, and the ability to adapt to changing demands and requirements * Displays passion, commitment and drive to deliver an experience that improves our customers' financial lives * Ability to understand and implement process and/or regulatory requirements during all interactions with customers (examples: Anti-Money Laundering, appropriate disclosures.) * Excellent oral and written communication skills with strong influencing skills * Pass relationship banker pre-employment assessment * Bilingual (fluent verbal and written) skills where applicable * Ability to engage customers for long periods of time * All relationship bankers must be certified in the requirements of the role. The certification process will be designed to validate associates' proficiency, meaning their ability to perform the critical job tasks and demonstrate the key "how" behaviors. Desired skills: * One year of demonstrated successful sales experience in a salary plus incentive environment with individual sales goals * Six months of cash handling experience * Bachelor's degree or business relevant associate degree (examples: business management, business administration, finance) * Financial/Banking center experience Posting Date: 11/15/2018 Location: San Antonio, TX, WOODLAKE CROSSING, 7018 FM 78, - United States Travel: No Full / Part-time: Full time Hours Per Week: 40 Shift: 1st shift Bank Of America Corporation San Antonio TX

Helpdesk Analyst (Bilingual Spanish)

Expired Job

TSR Consulting Services, Inc.