Help Desk Senior Analyst

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Senior Analyst provides escalated support in the form of additional troubleshooting for the more complex issues/problems encountered by end-users escalated via the OSS Phone Analysts. Follows established procedures to determine a resolution that could not be resolved on the first initial triage attempt by the OSS Help Desk Phone Analyst. The OSS Senior Analyst escalates issues to Production Support and provides background on more complex issues that less experienced colleagues cannot resolve.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Submit service now tickets to 2nd level support for issues OSS could not resolve.

2. Stay up to date on all OSS open-escalations in addition to assigned web cases.

3. Monitor and work AUS, Doc Management and OSS resolution E-mail boxes.

4. Execute effectively in fast-paced environment within applicable service levels and procedures.

5. Provide frequent updates from Level 2 support to the OSS Help Desk Phone Analysts.

6. Assist with resolving infrastructure incidents and communicating resolutions back to the OSS Help Desk for awareness on new or known related workarounds.

7. Stays up to date on daily communications provided by management or Knowledge Services Communications team.

8. Adheres to OSS Scorecard goal expectations to meet/exceed goals as outlined by management.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. High school diploma or equivalent

2. One to three years of Help Desk environment experience

3. Excellent listening, verbal and written communication skills

4. Ability to handle a busy stressful environment and maintain professionalism at all times

5. Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills.

Preferred Qualifications:

1. Associate's or Technical degree

2. Three years of IT experience

3. Knowledge of specific software/hardware

4. Maintained a 3 or higher rating two years in a row for Employee year-end review

5. Two years or more of experience in either: banking or finance industry (preferably mortgage).

The annual base salary for this position is $57,000 - $67,000.

OTHER JOB REQUIREMENTS / WORKING CONDITIONS

Sitting/Standing/Walking/Bending/Lifting

? Sitting (if checked, indicate frequency)

Constantly (More than 50% of the time)

? Standing (if checked, indicate frequency)

Occasionally (Less than 25% of the time)

? Walking (if checked, indicate frequency)

Occasionally (Less than 25% of the time)

? Bending (if checked, indicate frequency)

Occasionally (Less than 25% of the time)

? Lifting (if checked, indicate pounds)

Up to 10 lbs.

? Visual / Audio / Speaking

Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.

? Manual Dexterity / Keyboarding

Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.

? Availability

Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.

? Travel (Must select one)

Minimal and up to 10%

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/)

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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