Support Line Specialist

Midfirst Bank Oklahoma City , OK 73113

Posted 3 weeks ago

Log service requests into the LANDesk ticketing system, conduct first level problem determination, assign priority level, resolves and closes majority of service request calls at the first service level.

  • Designates second level problems and assigns service requests to appropriate personnel groups according to Service Level Agreements (SLAs) and Support Desk Procedures (SDPs) for further problem determination and resolutions.

  • Monitor support desk tickets for new requests and work according to the SLAs and SDPs.

  • Demonstrates exceptional support service in all contacts with customers.

  • Conducts and records follow up responses with customer requests with clear concise resolution descriptions on the modifying and closing of LANDesk tickets.

  • Conducts and records follow up responses with support personnel on service requests in a timely manner, ensuring escalation procedures are followed and provide proactive status responses to the Support Desk Manager, Incident Manager and customers.

  • Assist Support Desk Manager with administrative functions such as policies, procedure documentation and incorporate reporting for the Support Desk.

  • Perform other job related duties as assigned by Support Desk Manager.

Position Requirements:

  • Bachelor's degree in computer science or other technical discipline or equivalent experience.

  • At least one to three years of experience in IT Customer Support or Help Desk and one to two years of experience performing advanced troubleshooting on PC related issues.

  • Knowledge of Microsoft Office Suites, Windows 10, Windows 7, and general knowledge of Active Directory.

  • Must be able to handle multiple tasks concurrently.

  • Must be willing to work a rotating shift from 7:00 am to 6:00 pm periodically.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

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
AMO Support Specialist

Baker Hughes Company

Posted 1 week ago

VIEW JOBS 9/15/2020 12:00:00 AM 2020-12-14T00:00 ESSENTIAL RESPONSIBILITIES: * Leads, initiates and facilitates process improvement projects with focus on cost reduction and delivery * Leads projects to improve the efficiency within the AMO Repair facility * Leads systems and processes to identify and improve AMO compliance * Drives accountability towards achieving AMO key performance indicators goals and metrics * Participates in API audit process for annual shop certification * Drives Kaizen and 5s initiatives to support Braze CoP, Project Hopper projects, and Lean events * Provides SAP, MaPs, eProcedure and AMO Fracas support, training and implementations * Generates inventory counts to ensure accurate reporting of materials is maintained * Leads and engages with Cost Reduction projects * Liaises across cross-functional teams in order to drive cost reduction and AMO delivery improvements * Orders supplies for shop supply management, engages in price negotiation & vendor tool purchases * Creates PR's & PO's, coordinates equipment calibrations, and manages the CMP of all employees * Provides new facility startup support * Leads and demonstrates HS&E culture and focus, and supports efforts of repair quality control * Supports additional functional groups such as Compliance, Operations, Finance, Materials, etc. as needed, for support of the AMO facility AMO Processes & Procedures * Resolve AMO related quality issues in collaboration with QA and Service Delivery Technical department * Support documentation improvement by info capture, editing procedures, authoring new documents, research/know AMO historical info * Drive efficiency for AMO processes on a global scale. Drive for Change to reduce AMO cost and improve turnaround time without compromising Quality * Lead AMO non-standard repair documentation projects to identify mechanical and or electromechanical overhaul practices from AMO location and to evaluate and support the publish of these procedures into standard database * Execute projects with external engineering companies for documentation updates and publish repair drawings. * Eliminate unproductive processes and bureaucracy REQUIRED QUALIFICATIONS: * Bachelor's degree from an accredited university or college (or a high school diploma / GED with at least 4 years of experience in Services). DESIRED CHARACTERISTICS: * Strong oral and written communication skills. * Strong interpersonal and leadership skills. * Ability to work independently. * Strong problem-solving skills. Reports to: AMO Manager Location: Oklahoma City, OK About Us: With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient. Join Us: Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let's come together and take energy forward. Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law. Baker Hughes Company Oklahoma City OK

Support Line Specialist

Midfirst Bank