Client:                     Banking & Financial Industry 

Position:                 Desktop Support Representative

Duration:                6 months (With possible Extension & Conversion)

Location:                Amarillo, TX 79101

Must-have skills:

• PC troubleshooting and support
• Working in a ticketing system like Service Now
• Asset tracking
• Years of experience: 2 – 3 years each.
• Provide technical support for resolution of customer IT problems, incidents, issues, requests and queries.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Focus on customer contact, not transaction processing.
• Talent Segment: IT Operations

Key Responsibilities

• Ensure proper documentation, notification, escalation, tracking and follow-up
• Receive and log internal and/or external customer problem/request/issue and ensures proper Documentation
• Perform customer request/problem identification and follow defined procedures to resolve correctly; document troubleshooting efforts and customer information in data capture tool and, when required, transfer call or promptly notify responsible party for resolution
• Perform incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
• Manage team and liaise with support/product teams to resolve requests/issues in timely manner
• Share information required for the team to be successful
• Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead, and promote client products and services by suggesting additional or alternative products to meet customer’s needs
• Deliver new hire training/refreshers; recommend enhancements to existing training content, and assist in the design and creation of relevant training material
• Provide technical support to resolve customer IT requests/issues
• Develop and maintain knowledge of customer and customer-specific business environment, customer Service Level Agreements and department’s/product’s key performance requirements
• Demonstrate understanding of the customer’s business needs and maintain high customer satisfaction ratings
• Follow up on incidents to ensure customer satisfaction; complete outbound customer contacts to
• resolve customer issues or recommend products/services, follow up on customer issues; complete and resolve non-call customer contact requests received by mail, web or email
• Assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
• Track assets according to company standards.