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For your reference, we have included the original job posting below.
Help Desk Support Analyst
Job Number:
24913658
Company Name:
Harris, N.A.
Job Location:
New York, NY US
Job Category:
Accounting & Finance
Help Desk Support Analyst
Knowledge: ? Bachelor's Degree in either Computer Science or a related engineering discipline. ? 1-5 years of Helpdesk/Desktop Support experience, preferably in a financial environment. ? In depth knowledge of Windows XP running on Desktops and Laptops. ? Knowledge and experience with MS Office (Word, Excel, Outlook, PowerPoint), Norton Ghost, IE 6 and 8, DNS, TCPIP, Remote Access, and DHCP. ? Knowledgeable in ITIL. ? Knowledge of Internet access, firewalls, proxy and various email architecture. ? Knowledge of trading floor and market data is a plus.
Skills: ? Ability to work independently as well as collaboratively with a team. ? Outstanding Customer Service skills. ? Strong technical skills (Windows, Outlook, MS Word, Excel). ? Excellent problem identification, troubleshooting and problem solving skills and experience. ? Ability to prioritize, manage multiple tasks and work under pressure. ? Ability to identify potential risk and take appropriate action. ? Strong organizational skills ? Detail oriented. ? Displays high level of commitment; results oriented. ? Solid oral and written communication skills. ? Strong servicing skills; high concern for customer satisfaction. ? Possesses proven interpersonal skills; interacts professionally with internal and external contacts. ? Adapts well to change.
WORKING CONDITIONS
This job requires bending and lifting of computer equipment. The working environment provides minimal exposure to discomfort or risk to safety. This job does require the need to quickly troubleshoot and resolve issues. This working environment requires the need for urgent response and resolution which may cause some stress. Flexibility in work hours is required.
Harris thanks all applicants. We advise only those who qualify for an interview will be contacted. At our company, we have been helping our customers and communities for over 125 years. Working with us means being part of a team of talented, passionate individuals with a shared focus on working together to deliver great customer experiences. We stand behind your success with the support you need to turn your potential into performance.
Harris is committed to an inclusive, equitable and accessible workplace. We are an Equal Opportunity Employer. By embracing diversity, we gain strength through our people and our perspectives.
KEY DIMENSIONS
1. Provide Excellent First and Second level Support to Users in Front, Middle and Back Offices including Investment and Corporate Banking, Research, Finance, Compliance, HR, and Administration. 2. Generate and track Remedy Ticket Information in accordance with Bank standards. 3. Participate in testing of systems and application upgrades and enhancements. 4. Desktop Accountabilities. 5. Assist with the training of new hires and cross training of existing team personnel on an as needed basis.
ACCOUNTABILITIES
1. Provide Excellent Service and Support to Users in Front, Middle and Back Offices
? Use good interpersonal skills when interacting with clients and co-workers. ? Use outstanding customer service skills as you provide daily support. ? Quickly respond to requests when answering the Help Desk phone and Help Desk Mailbox. ? Use excellent problem identification and solving skills. ? Request creation/deletion of new system accounts. ? Reset and unlock system accounts. ? Ensure that all move/add/modify/delete confirmations are received and filed in a timely manner. ? When required, promptly escalate network and server related issues to senior personnel. ? Effectively work with other support groups (ie. Infrastructure, Exchange, other helpdesks) to resolve issues. ? Communicate issues professionally, effectively and timely to internal contacts. ? Inform users of outages/changes. For major outage, follow procedures for sending outage report. ? Troubleshoot and resolve computer hardware and software issues. ? Troubleshoot and resolve Market Data Issues as they arise on the Trading Floor. ? Assist in computer equipment moves/relocations as required. ? Adhere to Bank and regulatory guidelines to minimize Bank risk. ? Enforce processes, procedures and policies to improve the production environment.
erate Remedy Ticket Information
? Create Change and Incident tickets for requests and incidents. ? Provide resolution to issues that may impact established service levels. ? Meet minimum targets for daily ticket entry. ? Review outstanding Incident tickets daily and update progress in work logs. ? Provide follow-up and prioritize ticket assignments to ensure turnaround times are met. ? Track and follow-up on outstanding issues, keeping user informed of status. ? After confirming with user that resolution is satisfactory, close ticket. ? Promptly notify management of adverse or outstanding issues.
3. Participate in deployment and testing of systems and application upgrades and enhancements
? Effectively promote application installs, upgrades and changes into the Production environment. ? Work to enforce processes, procedure and policies in our testing and DR environments. ? Install and test hardware builds and new application deployments. ? Diagnose and troubleshoot hardware and software application issues. ? Participate in project assignments and project meetings as required. ? Create documentation as necessary. ? Document new hardware and/or software application installations.
ktop Accountabilities
? Ensure desktops/laptops are properly configured and at the latest patch levels using the Bank?s current guidelines. ? Create and/or update computer images as required. ? Request computer equipment quotes from vendor. May recommend or specify equipment. ? Receive, unbox, set-up, configure and deploy computer equipment. ? Install computer components (ie. video cards; memory) as necessary. ? Request approval from cost center manager for computer equipment purchase.
5. Assist with the training of new hires and cross training of existing team personnel on an as needed basis.
? Conduct training as requested, reinforcing departmental guidelines and escalating any training concerns to management. ? Provide training to new users on using applications and login. ? Provide cross training and day to day assistance to fellow team members, as needed.
SCOPE AND IMPACT Serves as technical contact for trading floor and various other lines of business. Works independently with limited supervision while analyzing and providing problem resolution to hardware or software issues that arise. Senior team personnel and management are used as subject matter experts/coaches for this position and are called on for assistance as needed. Analyzes and resolves recurring problems but refers complex issues to senior team personnel and/or management. Primary work consists: Ticket entry; Ensuring desktop functionality; Hardware and software installations and troubleshooting. IMPACT - Delay in resolving desktop issues in a timely manner may result in high loss of revenue.
