DESKTOP SUPPORT

Description

We are looking for a support person to provide on-site coverage for the Investments Business area, answering calls and being able to route it to the correct support person. The individual will also be required to do desk side support, resolving basic hardware and software problems. This person will be supported by a senior technician who will guide them through the process. The main purpose is to help provide on-site coverage as there are two support shifts, 7:30 am to 3:30 pm and 9:30 am to 6:00 pm. There is a one week rotation schedule for each shift and it is very important that the person be on-site and on time each morning. He or she will have 24 hour access to a senior technician at all times to help support the end users. The person may be assigned during down times, such as helping with PC and software inventory, hardware installations, projector setup for conferences, etc.

Position Objective:

The End User Specialist I will be responsible for providing technical and business process support for end-user applications. In this role, the End User Specialist I will work closely with our business and technology partners to monitor, track, and triage incidents reported by application end-users. The individual will be responsible to quickly evaluate information, engage and assist technology staff, and communicate issues to help remediate and resolve production issues efficiently and effectively. 

The individual will:

Provide technical and business process support to application end user community. 

Respond to and communicate timely and effectively with end users providing professional, courteous, and knowledgeable service. Act with an appropriate sense of urgency and follow up to ensure issues are resolved to satisfaction while ensuring SLA compliance.

Communicate and recommend business processes, procedures and diverse information to resolve customer issues. Gather end-user information, research internal knowledgebase and documentation for known solutions, isolate causes and take restorative actions while minimizing disruption to business operations.

Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken through resolution.

Evaluate documented resolutions and analyze trends for ways to prevent repeat occurrence.

Communicate application incidents and issues to key stakeholders, including management, development teams, end users, and unit leaders.

Escalate incidents and issues when required; manage escalation through resolution and closure with the end-user.

Identify, classify, and prioritize business critical issues, including production defects, fixes, and enhancements. Test fixes and perform post–resolution follow-ups to ensure problems have been adequately resolved. Provide UAT testing support of production defect resolutions during testing phases.

Provide recommendations for support process improvement and implement changes.  

Qualifications

Principal Accountabilities:

Support Group Operations through the maintenance of existing system structure (related subsystems and applications). Provide user support on system-related issues.

Ensure timely response to basic end-user inquiries and incidents, proper documentation and timely resolution leveraging resources from throughout the Group organization.

Responsibility for ensuring that incident information is communicated effectively to the proper Technology and business contact points.

Actively support implementation to validate application health and stability.

Research, analyze and test application defects that involve basic system logic and interfaces with other Group systems

Identify, classify, and prioritize production defects, ensuring proper awareness and escalation of critical issues, and appropriate understanding of business process impact.

Collect and document relevant information related to production defects discovered, including affected application, details regarding defect reproduction, and expectations regarding appropriate application functionality.

Perform application testing to validate technology solutions and fixes for production defects, and support post resolution activities.

Timely identify, track, manage and resolve issues and risks

Maintain expertise of business processes associated with the use of group applications.

Skills and Knowledge:

Skills:

General Risk Management and situation management skills

Ability to prioritize and multi-task balancing technical, business, and other drivers.

Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.

Ability to rapidly create concise, accurate and grammatically correct documentation to support incident recovery, including executive summaries, action logs, and information records.

Ability to effectively prioritize and execute tasks with a sense of urgency in a high-pressure environment to ensure SLA compliance and rapid issue response.

Knowledge:

Working knowledge of and experience with Windows Operating systems 7, 10 and Server

General knowledge of the Microsoft Office 2013, Lotus Notes.

Working knowledge of and experience with supported applications, including an understanding of Investments Market Data software.

General understanding of application interdependencies and affect those interdependencies have on supported business operations.

Education and Experience:

Education:

BA/BS in Business Administration, Computer Science, Information Systems or equivalent experience preferred.

Experience:

3-5 years experience in a role requiring strong communication and interpersonal skills, leading complex rapidly-created working groups towards the common goal of resolving an incident, coordinating activities, understanding relative priority and commanding respect during fast paced, high pressure incident control group meetings.

3-5 years experience in a role requiring strong documentation and writing skills, ability to communicate rapidly and effectively through the written word.

3-5 years of employee benefits insurance experience preferred.