Log In
Sign Up
Software & Technology
MATRIX Resources Hiring for Service Desk Analyst Job at San Francisco, CA Full Time
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
Contract Opportunity with a FULL suite of benefits!
Position: Service Desk Analyst
Location: San Francisco, CA
Term: 6 months
Location: San Francisco, CA
Term: 6 months
Day-to-Day Responsibilities:
- Provide front line technical support to the Bank by responding to incidents and requests reported by users through multiple channels, voice, email, IM, social media, etc.
- Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills.
- Provide highest levels of availability within the system during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable agents to consistently deliver effective results and to ensure the highest level of productivity and user satisfaction.
- Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 365, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 365, Active Directory and Exchange, Win10/macOS operating systems, etc.
- Engage escalation support processes in a timely fashion using sound judgment and self-initiative.
- Support the team and be highly collaborative.
- Seek and share knowledge among colleagues throughout the End User Services team.
- Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support.
- Strive to achieve resolution of all interactions on first call whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment.
- Remains informed of job-related issues through networking, training programs, seminars, and trade publications.
- Attend weekly team meetings and scheduled group- and firm-wide meetings.
- Work designated shift between 7:30AM and 6:30PM PDT weekdays
- Perform other duties when assigned.
Is this a good fit? (Requirements):
- Customer Service Experience.
- Demonstrate mature interpersonal and communication skills and behaviors.
- Excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while always maintaining superior customer service with all users.
- Disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment.
- Able to review and analyze data reports and manuals.
- Computer proficient.
- Able to communicate effectively via telephone and in person.
Even better if you have:
- ITIL Certification or similar.
- Experience successfully delivering technical support via telephone in a high-call volume environment.
- Familiarity with service management frameworks.
About our client
Founded in 1985, our client and its subsidiaries offer private banking, private business banking and private wealth management, including investment, trust and brokerage services. Join a team that continues to make significant investments in its digital solutions, including upgrading our consumer-facing technology.
Equal Employment Opportunity
MATRIX is committed to providing a work environment that values diversity, equity, inclusion and respect. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex (including pregnancy, childbirth, lactation and related medical conditions), gender (including gender identity and expression), age (40 and over), sexual orientation, military and veteran status and/or any other characteristic protected by federal, state or local law.
MATRIX is committed to providing access and reasonable accommodations for qualified individuals with disabilities. Supporting medical or religious documentation will be required where applicable. If you are a qualified individual with a disability, you may request a reasonable accommodation under the American Disability Act (ADA) by emailing [email protected]. To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.
For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options. Please see MatrixRes.com/Benefits for more information.
For direct hire placement with our clients, benefits will be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.
