Truist Help Desk Analyst II -- Application Support in Harrisburg, Pennsylvania
Req ID: R0027746
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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:
Provide quality support and efficient service for line of business (LOB) personnel using automated systems. Handle daily interaction with systems users for application support to include the resolution to issues. Answer, log and track all issues presented by LOB resources.
Essential Duties and Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time. 1. Provide LOB users with first and second level support for questions and/or issues regarding automated systems. 2. Properly document incoming calls and events by providing accurate customer data, detailed problem description and resolve the issue by utilizing Bank supported issue tracking software. 3. Use Perfect Client Experience (PCE) by telephone and/or email to provide reliable, responsive, empathetic and competent service. 4. Responsible for daily tasks and/or required maintenance for all LOB applications, if applicable. 5. Communicate with Service Desk Analysts, vendors and/or subject matter experts to solve issues with automated applications. 6. Maintain a working knowledge of LOB processes including pertinent guidelines, regulations, compliance issues and documentation requirements. 7. Provide support and training to Service Desk Analyst I. 8. Take ownership of service tickets and ensure appropriate follow-up. 9. Populate knowledge based service desk systems with problem resolution tips and best practices, if applicable. 10. Assist with completing Bank-required paperwork (e.g. Customer Service Request (CSR), Fixed Asset Request (FAR), Firewall Service Request (FSR)) for IT-related functions. Required Skills and Competencies: 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. Two years of work experience in service desk related area or in similar related field 3. Effective verbal and written communication skills 4. Ability to effectively plan, prioritize and organize 5. Good interpersonal skills 6. Great attention to detail 7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products 8. Ability to travel, occasionally overnight Desired Skills: 1. Superior productivity as an Service Desk Analyst I 2. Previous experience with LOB applications and processes 3. Previous experience in help desk/service desk environment 4. Consistent superior productivity at IT ADS Service Desk Analyst I position Truist supports a diverse workforce and is an Equal Opportunity Employer who does not discriminate against individuals on the basis of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Drug Free Workplace. Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name. EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify
Thank you for your interest in Truist! BB&T and SunTrust have come together in a transformational merger of equals to create Truist, the premier financial organization in the country. You may notice references to our legacy company names, BB&T and SunTrust, in places throughout this site. All such references should be understood to refer to Truist moving forward while we continue to transition to the Truist name.
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