Service Desk Dispatcher

SmartBank Associates enjoy an AMAZING benefits package:

• Comprehensive benefits- medical, dental, vision, life, and disability insurance

• Matching 401(k)

• Generous paid time off (PTO)

• SmartFlex Days

• Up to 11 Paid Company Holidays

• Incentive Program

• Mental Health Benefits Including 8 free sessions with a coach or certified professional

• Tuition Reimbursement

• Community Involvement Opportunities

• Company apparel provided at no cost

Major Duties and Responsibilities:

• Upholds SmartBank Core Values and Core Purpose.

• Adheres to and embraces the SmartBank Way by Acting Smart, Looking Smart and Being Smart.

• Responsible for the delivery of quality customer service to internal clients by providing them with a single point to report problems or to make inquiries.

• Manages day-to-day service delivery problems.

• Advanced computer knowledge.

• Ability to communicate with co-workers, management, and business contacts in a courteous, professional manner.

• Ability to research and learn new software applications quickly.

• Ability to work through stressful situations while keeping a positive attitude.

• Strong organization skills with the ability to Log, categorize and prioritize Incidents and Service Requests.

• Takes lifecycle ownership of all Incidents/Service Requests.

• Utilizes ITSM Software to ensure problem resolution, by initiating and tracking problem assignments to technical resources.

• Ensures timely escalation of client problem by documenting the impact to the client and by assigning an appropriate priority and resolution target.

• Keep users informed of progress

• Conducts first level problem determination using procedures and available tools. Records problem symptoms and status information in a timely fashion

• Close all Incidents, Service Requests, and other calls.

• Maintain a working understanding of, and complies with, applicable banking regulations, operating procedures, and security guidelines.

• Recommends constructive improvements to procedures.

• Assists in creation and maintenance of detailed documentation.

• Provide on-site and remote support to co-workers and other departments

• Ensures service levels are met in accordance with agreements including response time via phone or on site etc.

• Demonstrate initiative to learn new skills or expand job roles.

• Carries out such other duties that may be assigned or requested.

Position Requirements and Qualifications:

Education and Experience:

• Minimum high school graduate or participate in a qualified high school work program

• Entry level administration/technical experience in an IT dept or related customer service field

Knowledge, Skills, and Abilities:

• Exhibit a strong commitment to providing outstanding operational support services to internal and external customers; demonstrate a strong commitment to operational support consistent with high customer expectations.

• Ability to perform well under pressure.

• Superior telephone etiquette and an ability to deal effectively with clients, vendors, peers, and management.

• Show clear, effective, and readily understood verbal skills.

• Must exhibit a high level of adaptability to organizational and technological change.

• Must demonstrate strong analytical and organizational skills.

• Ability to troubleshoot and resolve issues.

• Ability to multitask and handle various requests and tasks at a time.

• Ability to apply knowledge and sound judgment in decision-making using established guidelines.

• Strong written and oral communication.

• Detail oriented and ability to function in a team environment.

• Demonstrates ability to maintain a positive attitude.

• High level of integrity.

• Able to maintain regular and predictable attendance.

• Willing to accept new ideas and methods and be agreeable to change.

Work Conditions:

• Able to routinely stand, sit, bend and stoop. Occasionally lift or carry loads up to 50 pounds.

• Frequently and regularly required movements using wrists, hands, and/or fingers.

• Average, ordinary, visual acuity necessary to prepare/inspect documents or products and operate machinery.

• Ability to hear average or normal conversations and receive ordinary information.

• May be required to travel to training sessions or meetings.

• Must be available to work the required schedule of the branch office to include Saturdays. All Technicians, Specialists, and Dispatchers are required to participate in an "On-Call" rotation. While "on-call", the technician receives and must facilitate all after-hour/weekend support requests