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Helpdesk Support Analyst
Contract to Hire: San Antonio, Texas, US
Salary Range: 15.00 - 18.00 | Per Hour
Job Code: 361387
End Date: 2025-05-25
Days Left: 10 days, 10 hours left
Position Details:
Industry: Banking and Finance
Job Title: Helpdesk/IT Support
Duration: 12 Months + possible extension
Location: San Antonio, TX 78245 - Hybrid
Schedule: Tuesday to Saturday - 11:30pm - 8:00pm CST
Pay Range: $15/hr - $18/hr
Responsible for performance and ticket management of ATMs located globally. As a member of a dynamic team this position provides escalated support to all ATMs being centrally monitored. This role will interface with various technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues.
Responsibilities:
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Subject Matter Experts (SME) may be required to support training of new or existing staff.
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Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.
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Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.
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Manage assigned ticket queue and track issues to closure.
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Address and acknowledge tickets within the Service Level Agreement
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Report and follow-up aging and reoccurring ATM issues.
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Assist with maintaining procedure documentation as it applies to specific countries.
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Effectively communicate issues and status updates with business users, service providers, and management teams.
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Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.
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Work shop is 24x7
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Utilizing monitoring tools and ticketing systems for addressing issues.
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Review metrics (Spreadsheets, Data Trending/Analysis, Database). *as needed
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Be the technology advocate for the businesses and/or customers we support.
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Deliver exceptional customer service.
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Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.
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Foster teamwork, share knowledge with peers and eliminate silos.
DECISION MAKING
The ATM Analyst must be able to determine the extent of the problem and ensure that proper notification/escalation procedures are followed. In addition, after the trouble has been resolved, he/she must analyze and present data to explain the cause and steps to prevent reoccurrence. He/she must be able to manage trends or alerts to identify the underlying issue and initiate standard remediation. He/she must perform all mandated processes, administration, compliance, & attestation related activities within the defined timeline to ensure the department remains audit compliant. He/she must take ownership and accountability of your own deliverable actions. The analyst should demonstrate the ability to work in a high volume, pressured, support Team, and financial organization.
Job Requirement
- Help Desk
- IT
- IT Support
- SME
- Subject Matter Experts
- Subject Matter Expert
Reach Out to a Recruiter
- Recruiter
- Phone
- Rohit Roashan
- rohit.roashan@collabera.com
Apply Now
Apply Now
