Jobs in Service Delivery exist to support the internal customer community by providing first line technical assistance. This includes responding promptly and effectively to customer requests and problems and either directly resolving those problems or escalating to the appropriate resource and monitoring its effective resolution.
Experienced help desk professional providing direct customer support, able to effectively manage sensitive and complex customer requests. Possesses broader knowledge to address problems escalated from more junior staff.
First or second point of contact for customers to request assistance. Can resolve nearly all Tier 1 and many Tier 2 problems by applying standard procedures and growing expertise.
Receives and processes work requests that may involve multiple steps, but still require following established procedures, such as installing new software for customer, setting up new employee, etc.
Able to conduct triage of incidents / service requests and escalates as appropriate.
Documents problem and resolution.
Operates effectively as part of a larger team and in managing own work.
Minimum formal education required for this position:
Minimum work experience:
Technical or specialized knowledge/skills:
Possesses solid knowledge of standard hardware and software in the IT infrastructure; developing knowledge to address more complex incidents that involve multiple areas of the applications and/or technical infrastructure.
Developing basic knowledge of networking topologies and related devices; provides second level of incident identification in the infrastructure.
Can independently handle all routine and many non-routine inquiries and problems.
Has a broad understanding the Ent organization, with the ability to prioritize the criticality of a user area or application requiring support.
Developing good understanding of the different IT functions and key roles in Ent in order to effectively escalate technical issues.
Basic understanding of IT systems/data security as it relates to financial institutions or other industries that must comply with federal regulations
Strong communication skills (written, verbal, and listening) with specific ability to translate detailed technical details to a non-technical audience.
Excellent analytical skills.
Proficiency with Word, Excel, PowerPoint, Microsoft Project, and Visio.
Demonstrates a strong orientation towards customer service.
None required. A+, Cisco CCNA or Cisco CCNP certification desired.
Environmental, physical and psychological requirements:
Ent Federal Credit Union