Part-Time Helpdesk Analyst (Sunday / Monday 20 hour shift)

Part-Time Helpdesk Analyst (Sunday / Monday 20-hour shift)

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Our client, a leading financial services company, is hiring a Part-Time Helpdesk Analyst on a long-term contract basis.

Job ID : 82572

Work Location : San Antonio, TX - Hybrid

Schedule : Sunday & Monday, 7am-5 : 30pm (20 hours)

Summary :

Responsible for performance and ticket management of ATMs located globally. As a member of a dynamic team, this position provides escalated support to all centrally monitored ATMs. The role involves interfacing with various technology and operation teams globally, directing vendors and support teams on ATM statuses, managing tickets from start to finish, and ensuring timely resolution of issues. The ATM Analyst must assess problems, follow notification and escalation procedures, analyze data post-resolution, and identify trends for proactive remediation. The role also involves compliance activities, maintaining documentation, and taking ownership of deliverables. The ideal candidate should work effectively in high-volume, pressured environments within a financial organization.

Responsibilities :

• Support training of new or existing staff as Subject Matter Experts (SMEs)
• Manage issues via monitoring, email, and phone to meet service standards
• Coordinate with service providers to ensure ATM uptime and contractual requirements
• Manage ticket queues and track issues to resolution
• Respond to tickets within SLAs
• Report and follow-up on recurring ATM issues
• Maintain procedure documentation for specific countries
• Communicate effectively with users, providers, and management
• Perform incident remediation using monitoring tools and procedures
• Support 24 / 7 operation, including weekends and holidays
• Utilize monitoring and ticketing systems for issue resolution
• Review metrics and data analysis as needed
• Advocate for technology solutions supporting business and customers
• Deliver exceptional customer service
• Review and improve workflow processes
• Promote teamwork and knowledge sharing

Pay : $15-$18 per hour

Additional Details :

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