Entry Level Help Desk - Technogen : Job Details

Please Note: As of July 22, 2021, our team will require that all candidate submissions include a LinkedIn profile. Please do not submit any candidates that do not have a LinkedIn.ATM Coordinator; ATM Solutions (Temp Contractor) Remote/Hybrid ATM Coordinator needed to support the IT Community Banking team specializing in ATM Solutions. This role would manage internal support, and vendor management for NCR managed ATMs. Liaisons between IT, software vendor and various lines of business; particularly our Digital Strategy, Cash Administrations, Marketing and Operations teams. This role will be responsible for helpdesk support, ServiceNow tickets, Facilities requests and/or minor project work. This role will work closely with our frontline staff and senior ATM analysts to ensure quick response and resolution time for all reported issues. The role will continually seek opportunities to increase client satisfaction, deepen relationships, and effectively manage client expectations to provide best in class service. Develop a deep understanding of ATMs and work as level 1 support. REQUIRED EDUCATION,EXPERIENCE AND SKILLS:1 year of configuration, support or helpdesk experience. We prefer expertise with retail banking systems, ATMs or Operations.Expertise working in and managing to a Software Development Lifecycle (SDLC) process.Expertise in managing Change Control guidelines.Excellent communication skills both written and verbal.Demonstrated initiative and ability to build relationships with system stakeholders and the team.Excellent organizational, data gathering, documentation and follow-up skills.Experience in process discovery, implementation, and software support.Proven track record in meeting deadlines, quickly and accurately troubleshooting issues, problem-solving and communicating with other business units.Position may require the need to travel to other branches or meeting locations periodically.Bachelor's degree in Computer Science, Information Systems, Business, or related field experience preferred.Required Skills : DUTIES/RESPONSIBILITIES: o Application support hours needed: o Monday thru Friday: 4:30pm ? 8:30pm CST o Saturday: 8:00am ? 1:00pm CST o Appx Hours: 25 hours per week o Manage queue or helpdesk support tickets for ATM related issues. o Adhering to company set SLA standards. o Analyze and work to improve performance/service levels metrics ensuring client satisfaction. o Troubleshoot internally and work with vendor(s) or other internal teams for any issues requiring resolution, including but not limited to: ATM outages, Vandalized units, Scheduled Maintenance, Patching and/or new software implementation. o Establish and maintain liaison relationship with business partners and IT to provide effective technical solutions. o Complete all appropriate documents as identified in SDLC Policy, Standards and Procedures. o As needed: work with business partners to align technology solutions with business strategies. o As needed: contribute to the business short and long-term planning sessions and provide direction to ensure understanding of business goals and direction. o As needed: develop unit test cases, system integration testing and validate test results during testing. o As needed: ensure test strategies/plans involve appropriate integration and process components. o As needed: coach and transfer knowledge to less experienced team members (as needed and skills progress).Basic Qualification :Additional Skills :Rank :A3Requested Date :2023-01-13