Help Desk Analyst - Junior
On behalf of our client in the banking sector, Procom is looking for a Help Desk Analyst -Junior.
Help Desk Analyst-Junior- Job Responsibilities :
Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.
Provide technical and production support for TM / FX / CC products and services
Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products & services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown
Escalate issues that are beyond the level of expertise through the appropriate channels.
Maintain up-to-date knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements
Monitor completion of all internal and external operational effectiveness / compliance requirements to manage risk within acceptable limits
Protect the Banks assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements.
Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies and Procedures.
Follow security and safeguarding procedures in accordance with Bank policy.
Help Desk Analyst-Junior- Mandatory Skills :
1-2 years of experience in a similar call center / customer service role fielding similar, user-based issues, including :
Customers inability to sign into their accounts, Resetting user passwords, Tracking payments that have not parsed through, Customers inability to locate the website / navigate the proper channels
Experience using Microsoft Office Suite, particularly Outlook
Experience using Internet Explorer within a Windows 10 OS
Help Desk Analyst-Junior- Nice to Have Skills :
Previous experience in a Call center environment
Familiarity with Ticketing Systems
Knowledge of how to do remote access work
Fluency in French
Help Desk Analyst-Junior- Contract Length :
Help Desk Analyst-Junior-Assignment Location :