Analyst I - Help Desk

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for providing support to address and resolve technical issues and reduce impacts from unplanned events in the environment. Key responsibilities include interpreting, evaluating, troubleshooting, and resolving hardware and software issues by telephone or chat for a global workforce. Job expectations include analyzing situations and data to provide issue remediation, following standard practices and procedures while properly documenting in system of record to mitigate risks to service levels, and providing first call resolution and exceptional customer service.

Responsibilities :

• Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce
• Categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses
• Identifies, reports, and leverages analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages
• Maintains relevant incident and knowledge records and communicates with clients on progress towards service resolution and closure
• Performs daily tasks and deliverables under direct supervision while adhering to the bank's standard practices and procedures
• Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction
• Supports strategies to improve service quality and call center performance

Skills :

LOB Specific Job Description Position Summary

Providing first line support for the internal employees resources via voice and chat channels as part of the 24

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete. Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with our internal customers while achieving our core metrics for operations and quality.

Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone / chat. Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix for when First Line resolution cannot be attained. Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.

Minimum Years of Experience

Required Qualifications

Desired Qualifications

Shift :

1st shift (United States of America)

Hours Per Week : 401 years experience