Under the direction of the Service Desk Supervisor, the Service Desk Specialist Level 1 will provide company-wide support to all front-line and back office colleagues on a variety of hardware, software and business application issues. Support will include the identification, research and resolution for issues following the ITIL framework for Incident Management. Issues are reported to the Service Desk via alerts, email, instant messaging (IM), phone, self-service, voicemail and walk-up. The Service Desk Specialist Level 1 will rely on knowledge documents and pre-established guidelines along with their own technical and troubleshooting skills to perform the functions of the job. They will seek additional help on complex issues from other Service Desk specialists (including Service Desk Specialists Level 2's), IT support staff and vendors. In addition, the Service Desk Specialist Level I will provide input and assistance to support Incident, Problem and Change Management as well as Application Provisioning.
Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesn’t meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associated’s anonymous Ethics Hotline.
KEY RESULT AREAS
Documentation of processes and procedures
Daily Incident Management
Ability to Prioritize Tasks in a Fast Paced Environment
Provide in-depth level 1 technical support for colleagues both on site/off site on multiple hardware devices including Voice and Data lines, ATMs, Mobile devices (Smart phone’s/Tablets), Video conference equipment, Multi-Function printers, UPS alerts, and SCOM alerts.
Provide concierge level support for Executive Leadership including video conference and desk side support.
Facilitate and follow company security policy including but not limited to Data Loss Prevention (DLP), End Point Encryption-Provide, Malware, SPAM, and Secure email.
Software Installs-When necessary, install/reinstall software on numerous end user devices.
Demonstrate the ability to extract details of an issue and document accurately the information provided from our colleagues. This information is to be entered into our incident tracking tool and the Service Desk will perform trouble-shooting best practices with non-technical customers in a professional and courteous manner.
Demonstrate the ability to live the Associated Bank brand by providing a high degree of customer service to address and identify colleague needs to achieve satisfaction.
Demonstrate the ability to quickly learn and adapt to the changing IT needs of our colleagues and become proficient in software and business application skills. This will ensure the Service Desk continues to operate in a highly professional and proficient manner.
Act as a liaison by coordinating interactions and resolutions of incidents among IT and other Associated Bank business line resources exercising a strong teamwork attitude in “real time”
Quickly identify the specifics of an issue and identify a reasonable means to a speedy resolution. Notify appropriate technical sources when high level support is necessary.
Ensure that all high and critical priority incidents are escalated to management through timely management alert pages.
Document concise and accurate “DOC” summaries by ensuring that they are written and submitted in a timely manner for reporting in the Daily Operations Call.
Follow up with colleagues on incidents to ensure the issue is resolved to their satisfaction. Maintain accurate incident entries of contact and with resolution details.
Maintain accurate documentation as it relates to IT supported hardware, software and business applications ensuring the Knowledge Base and Service Desk SOP’s are continuously updated with the most current information available.
Expected to be familiar with changes in Associated Bank’s environment as well as keeping up to date with concepts, practices, current news, problems, and procedures relevant to the banking industry and adjust internal processes accordingly.
Prioritizing daily incidents appropriately and communicating with the support teams to identify and address outstanding issues according to the priority assigned.
Ensure that all requests for assistance are properly logged, assigned and responded to in a timely manner and according to the SOP’s.
Establishes and maintains incident control procedures for the support teams and ensures that these are incorporated into the work flow process.
Equal Opportunity Employer
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282. QUALIFICATIONS:
Required Education: Associate's Degree or equivalent combination of education and experience Computer Information Systems or business related discipline
Preferred Education: Bachelor's Degree or equivalent combination of education and experience Computer Information Systems or business related discipline
Required Experience: Less than 2 years Technical Service Desk or related area
Preferred Experience: 2-4 years Technical Service Desk or related area
LICENSES & CERTIFICATIONS
Common industry certifications such as A+, Network+, ITIL, HDI. Preferred
Special Skill Requirements:
Ability to Multi Task and Prioritize
Computer Systems (specify) Bank Systems
Operate Office Equipment
Verbal Communication Microsoft Office applications
Other: Attention to detail
Other Duties and Responsibilities
Performs other duties as assigned.
Adherence to Company policy and procedures is required.
Perform duties in accordance with the Vision & Values of Associated Banc-Corp.
Regular attendance is required.
Basic math and reading skills, and attention to detail.
Use of basic office equipment (e.g., photocopier, voice mail, "fax" machine, calculator, multiple line telephones, typewriter, computers etc.).
Represent the organization in a professional and positive manner.
Maintain credit exception approval percentages within corporate approved guidelines