Helpdesk-Analyst

San Antonio, TX
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Our client, a leading global financial services company, has approximately 200 million customer accounts and does business in more than 140 countries. They provide consumers, corporations, governments and institutions with financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.



Description:

fully onsite

NIGHT Shift Sun-Thur, 11pm-7:30am



Description



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 Major Global Bank 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.



PRINCIPAL DUTIES AND RESPONSIBILITIES

• Subject Matter Experts (SME) may be required to support training of new or existing staff.

• Provides guidance and instructional support for local teams and initial support to diagnose and resolve ATM issues.

• Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met.

• Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met.

• Manage assigned ticket queue and track issues to closure.

• Address and acknowledge tickets within the Service Level Agreement (30 minutes).

• Report and follow-up aging and reoccurring ATM issues.

• Assist with maintaining procedure documentation as it applies to specific countries.

• Effectively communicate issues and status updates with business users, service providers, and management teams.

• Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation.

• Work shop is 24x7 (365 days a year – weekends and holidays).

• Utilizing monitoring tools and ticketing systems for addressing issues.

• Review metrics (Spreadsheets, Data Trending/Analysis, Database). *as needed

• Be the technology advocate for the businesses and/or customers we support.

• Deliver exceptional customer service.

• Team member is to take ownership in reviewing our current work flow processes to ensure their accuracy.

• Foster teamwork, share knowledge with peers and eliminate silos.

• Any other responsibilities assigned by Lead or Manager to support the ATM Team or individual growth.



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, &
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