Helpdesk Customer Service Representative

Bangor Savings Bank | Bangor, ME

Posted Date 7/31/2020
Description FUNCTION: Responsible for answering, commenting and replying to help desk inquiries received via phone, e-mail and walk-ins. Help desk is the first level of support, and response for all BSB Internal customers. Help desk is relief and assistance for techs and engineers.

ACCOUNTABILITIES:

Customer Service:

  • Responds to telephone calls and email requests for technical support
  • Able to identify and organize tickets according to priority
  • Escalates problems as appropriate
  • Provides assistance and training on desktop applications

Desktop Support:

  • Ability to read computer and software instruction manuals and comprehend direction therein in order to remedy minor desktop/software malfunctions
  • Assist technicians with the installation of PC hardware and software and provides assistance to users with varying technical abilities

Documentation:

  • Assists in maintaining inventory of IT assets installed and removed within the Bank
  • Maintains accurate written records of work performed using the Bank’s ticketing system
  • Documents installation and trouble shooting procedures for new and existing Bank software

Compliance and Control:

  • Assists in ensuring that the Bank is in compliance with local, state and federal regulations
  • Assists in ensuring that the Bank uses best practices for information systems

General:

  • Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
  • Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook
  • Performs additional duties as requested

Competencies:

  • Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, adjusts plans to meet changing needs
  • Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
  • Interpersonal Skills – Ability to provide customers with outstanding customer care and service at all times
  • Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, incorporates vision when planning

Knowledge/Skills/Experience Requirements:

  • High school diploma or equivalent
  • 1 – 2 years IT related experience
  • Proficiency with Microsoft products such as Windows 7 and Microsoft Office a plus
  • Working knowledge of personal computers
  • Professional telephone skills
  • Excellent customer service skills

Physical Demands/Conditions Requirements:

  • General office environment
  • Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required

Equipment Used:

  • General office equipment

    External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Geographic Region
Midcoast
Industry
Banking | Customer Service | Information Technology

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