Helpdesk Analyst

Key’s IT Service Desk is responsible for providing technical support for all hardware, software and network connectivity issues throughout the Corporate and Retail Key Bank Enterprise. We strive to attain a high first call resolution while providing exemplary client service for our internal employees and contractors.

Phone Based Support

• Answer incoming calls at your desk through a wired headset

• Perform initial problem determination with your client

• Utilize remote control tools to resolve client issues

• Utilize Service Manager Knowledge base containing over 9000 Knowledge Articles to resolve client issues

• Document client interaction and steps taken in Service Manager

• Resolve your call using all available resources, striving for First Call Resolution or sending a ticket to support when necessary

• Stay informed, read internal communications and participate in daily group chat feeds

• Manage your time effectively, use escalation guidelines

• Manage After Call Work and Auxiliary time daily 50 minutes or less

• Receive 2 – 15 minute breaks, self-scheduled based on phone availability

• Receive a half hour lunch for an 8.5 hour workday, scheduled by management

Technical Support With at least 3 years of experience

Inbound Call Center With at least 3 years of experience

Typing at 35 WPM

To know more on this position or to schedule an interview, please contact;

Maria Nerizza De Mesa

973-804-4234

maria.demesa[@]collabera.com