FirsTech Service Desk Specialist

Company: Busey
Location: Decatur
Posted on: September 4, 2024

Job Description:

Position Summary The FirsTech Service Desk Technician is responsible for handling inbound calls and tickets related to supporting FirsTech bill pay agent locations. Responsible for setting up new agents on the network and remotely at the respective agent location. Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution. Duties & Responsibilities

• Respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
• Make outbound calls to assist with projects, follow up with agents, and collect information regarding new agent setup.
• Serve as an escalation for FirsTech Service Desk Technicians.
• Ensure that all calls taken have been resolved and if not resolved, ensure escalation has been done and the agent has been contacted.
• Maintain an open line of communication regarding events, outstanding issues, and agent follow-up.
• Assist with installation and/or upgrade of software and hardware.
• Resolve problems by gathering information, determining the customers' needs, and conducting research to find a correct solution.
• Acquire and maintain a working knowledge of a wide range of applications and systems.
• Rebuild workstations when required to resolve support issues.
• Maintain documentation for the calls received and job function responsibilities.
• Where applicable, a Senior designation (Senior FirsTech Service Desk Specialist) may be determined.Education & ExperienceKnowledge of:
  • Strong oral and written communication skills
  • Hardware and software programs
  • Strong customer service skillsAbility to:
    • Maintain confidentiality of Bank and customer information
    • Take independent action within established options and develops new procedures and approaches to problems when necessary
    • Analyze assignments based on a wide knowledge of many factors where application of advanced or technical concepts are required
    • Maintain visual attention and mental concentration for extended periods of time
    • Perform duties and make decisions with patience and tact under frequent time pressures
    • Frequently lift and carry computer equipment with the average of 20 poundsEducation and Training:
      • Requires Associates degree or 2 or more years of related experience.
      • Knowledge of Windows 7, Windows 8, and Windows 10 required.
      • Requires knowledge of Microsoft Office 2010, Microsoft Office 2013, and Microsoft Office 2016.Busey values a diverse and inclusive workplace and strives to recruit, develop and retain individuals with exceptional talent. A team with diverse talent, working together, is essential to Busey's commitment of delivering service excellence. Busey is an Equal Opportunity Employer including Disability/Vets. Visit Busey.com/Careers to learn more about Busey's Equal Opportunity Employment.

Keywords: Busey, Decatur , FirsTech Service Desk Specialist, Other , Decatur, Illinois