Help Desk Support

• Triage and resolve trouble tickets related to technical difficulties with various web-based applications. 

• Provide technical expertise to ensure applications meet business requirements. 

• Analyze current business processes and suggest improvements. 

• Be the liaison between the end user and production support/IT teams, reporting any problems, updating and closing of open issues from Trouble Ticket systems, and participating in the testing of new enhancements to ensure they meet end user expectations. 

• Verify with the end user that the issue has been resolved and update trouble tickets and Chatter Posts accordingly. 

• Monitor #Help Chatter Posts to ensure all posts are closed out quickly. 

• Actively contribute to ongoing process improvement via ISO Process. 

• Perform other duties or special projects as assigned. 

• Ability to complete multiple simultaneous projects in a timely manner. 

• Provide advanced technical troubleshooting and analysis methods to assist Tier I personnel solve basic technical problems. 

• Confirm the validity of the reported problems and seek known solutions related to these more complex issues. 

• Provide monthly tip sheets to top volume branches and training department to improve training.