Analyst I-Help Desk

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for providing support to address and resolve technical issues and reduce impacts from unplanned events in the environment. Key responsibilities include interpreting, evaluating, troubleshooting, and resolving hardware and software issues by telephone or chat for a global workforce. Job expectations include analyzing situations and data to provide issue remediation, following standard practices and procedures while properly documenting in system of record to mitigate risks to service levels, and providing first call resolution and exceptional customer service.

Position Summary:

Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete. Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with our internal customers while achieving our core metrics for operations and quality. 

Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat. Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained. Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.  

Responsibilities

• Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce
• Categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses
• Identifies, reports, and leverages analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages
• Maintains relevant incident and knowledge records and communicates with clients on progress towards service resolution and closure
• Performs daily tasks and deliverables under direct supervision while adhering to the bank's standard practices and procedures
• Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction
• Supports strategies to improve service quality and call center performance

Required Qualifications

• Requires 1-3 years of experience
• Excellent Client Care / Customer Service skills.
• Work well as a team and build relationships to the global partners.
• Excellent organizational skills, with the ability to prioritize workload.
• Ability to multitask and maintain focus on all areas of responsibility concurrently. 
• Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.
• Able to work in a fast-paced environment.

Desired Qualifications

• Technology Call Center and or Customer Service experience.
• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents. 
• Hardware Support – Windows 10/11,
• Software - MS Office suite, Office 365, SharePoint, Skype
• Network – Citrix, VPN, Cisco AnyConnect
• ITSM Remedy (not essential)

Responsibilities:

• Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce
• Categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses
• Identifies, reports, and leverages analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages
• Maintains relevant incident and knowledge records and communicates with clients on progress towards service resolution and closure
• Performs daily tasks and deliverables under direct supervision while adhering to the bank's standard practices and procedures
• Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction
• Supports strategies to improve service quality and call center performance

Skills:

• Active Listening
• Oral Communications
• Production Support
• Technical Troubleshooting
• Written Communications
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Issue Management
• Problem Solving
• Adaptability
• Analytical Thinking
• Emotional Intelligence
• Research

Shift:

1st shift (United States of America)

Hours Per Week: 

40