Job details
Job type full-time
Full job description
Location: various locations
Work type: full time regular
Job no: 499605
Categories: information technology, remote work
Application closes: open until filled
The it service desk analyst i provides excellent customer service by responding to service desk calls, emails, requests and instantmessage (im) sessions in a timely and efficient manner meeting the enterprise established i/s service requirements.
What you`ll do:
Provides excellent customer service and responds to service desk calls, emails, requests and chat sessions in a timely manner, meeting the enterprise established i/s service requirements.
Enters information into ticketing system for purpose of tracking each customer contact.
Supports the customer, computer systems, networks, and operations/production managementInitiates problem resolution and/or corrective action in a timely and efficient manner.
Assists in training customer contacts on routine matters.
Monitors customer questions and complaints to ensure adherence to established customer procedure.
Meets or exceeds service expectations through effective communication, listening and problem-solving techniquesEnsures i/s service requirements are met and anticipates customer needs and/or system problems.
Consults with senior service desk analysts on more complex, non-routine customer requests and concerns.
Reviews all tickets created daily to ensure that updates are being applied in a timely fashion and to provide any necessary routine communications to the customers.
Engages other support groups and application teams as appropriate to coordinate resolution efforts.
Records, identifies, monitors, resolves and escalates problems and issues that include, mainframe, distributed systems, network, workstation tools, applications, and voice and data technologiesMonitors, controls and coordinates production activitiesInteracts with customers, systems, and applications to manage the daily operationsRecognizes problems situations, invokes recovery procedures and initiates corrective action as required.
Obtains and maintains up-to-date knowledge of the company`s business functions, work processes and systemsKeeps abreast of industry trends and technologies.
Completes required training in a timely manner.
About you:
Provides excellent customer service and responds to service desk calls, emails, requests and skype chat sessions in a timely manner, meeting the bank`s enterprise established i/s service requirements.
Enters information into ticketing system for purpose of tracking each customer contact.
Supports the customer, computer systems, networks, and operations/production managementInitiates problem resolution and/or corrective action in a timely and efficient manner.
Assists in training customer contacts on routine matters.
Monitors customer questions and complaints to ensure adherence to established customer procedure.
Meets or exceeds service expectations through effective communication, listening and problem-solving techniquesEnsures i/s service requirements are met and anticipates customer needs and/or system problems.
Consults with senior service desk analysts on more complex, non-routine customer requests and concerns.
Reviews all tickets created daily to ensure that updates are being applied in a timely fashion and to provide any necessary routine communications to the customers.
Engages other support groups and application teams as appropriate to coordinate resolution efforts.
Records, identifies, monitors, resolves and escalates problems and issues that include, mainframe, distributed systems, network, workstation tools, applications, and voice and data technologiesMonitors, controls and coordinates production activitiesInteracts with customers, systems, and applications to manage the daily operationsRecognizes problems situations, invokes recovery procedures and initiates corrective action as required.
Obtains and maintains up-to-date knowledge of the company`s business functions, work processes and systemsKeeps abreast of industry trends and technologies.
Completes required training in a timely manner.
You help promote a culture of diversity and inclusion within the department and the larger organizationYou value different ideas and opinionsYou listen courageously and remain curious in all that you do.
You are able to work remotely and have access to high-speed internet.
Valuable experience:
Knowledge of the service desk processes and procedures and customer`s work processes and terminology.
Breadth of infrastructure components and business unit application understanding as it relates to mainframes, distributed systems, microcomputers, and networks.
Training or experience in service desk analysis, service desk environment, console monitoring, operations analysis, and operations production.
Knowledge of technology industry markets and products.
What we can offer you:
A diverse workplace where associates feel a sense of belonging.
An organization that feels like a small, close-knit community and has the strength of a fortune 500 company.
Tuition reimbursement, training and career development.
Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
Flexible spending accounts for healthcare and childcare needs.
401(k) plan with a 2% company contribution and 6% company match.
Competitive pay with an opportunity for incentives for all associates.
Flexible work schedules with a healthy amount of paid time off.
For more information regarding available benefits, please visit our career site.
Estimated hourly rate $22.00-$24.50.
Pay commensurate with experience.
Mutual of omaha:
Mutual of omaha serves more than 4.8 million individual product customers and 39,000 employer groupsOur legacy of stability creates an environment where every associate is encouraged to experiment, innovate and grow in their own unique career path.
From day one, you’ll have the tools to be your best self at workHere you’ll do meaningful work and your talents will have a positive impact on peoples’ lives as we help our customers protect what they care about and achieve their financial goals.
Each associate is a unique contributor to creating a diverse, dynamic, thriving and inclusive workplaceWe want you to become engaged … feel a sense of belonging … and contribute to the company’s exceptional future.
Join forces with a company that can amplify your strengths and empower your career.
For inquiries about the position or application process, contact our hr helpline at 1-800-365-1405.
If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disabilityTo request an accommodation, contact a human resources representative at 1-800-780-0304We are available monday through friday 7:00 am to 4:30 pm cst we will reply within 24 hours.
Mutual of omaha and its affiliates are an equal opportunity /affirmative action employerQualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
To all recruitment agencies: we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.
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Help: 800-365-1405
