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Help Desk Analyst I

Jacksonville, Florida

Job Description:

Job Description:

We focus on innovation and best practices, and we value creativity. You can help Bank of America continue to transform the way customers and clients bank with us. Our teams design, develop and implement technology applications, systems and operational processes to support our customers, clients and the bank’s employees around the world.   We all support the mission to protect the firm and in turn, protect the stability of the financial sector.   From programming to data management, from innovation to information security, our teammates provide the tools and resources that connect capabilities across our eight lines of business. You’ll be part of an organization whose influence is felt globally, as we manage the critical systems and technology platforms needed to maintain the company’s market-leading positions in all its businesses, including deposits, payment products, consumer lending, wealth management, small business and middle-market lending, treasury services, investment banking, and sales and trading.

As a Year Up Program hire on Global Service Desk team, your key tasks and responsibilities may include but are not limited to:

Provide analytical and technical skills to support the design, development, implementation of technology solutions to support our clients and manage risk
Responsible for delivering innovative capabilities in a team environment, as well as leveraging skills, background and interests for a specific group within Technology and Operations

Minimum Qualifications

Must be a current or previous apprentice in the Year Up Program supporting Bank of America.
Global Support Service - Service Desk Analyst. Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary systems.   This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.
 
Required Skills:
1-3 years of technology/customer service experience required.  Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary system.  Desired experience in Microsoft Office application suite -- how to, in addition to troubleshooting.  Candidate should have excellent customer service skills.  In-house training will be conducted as needed.  Technologies may include, but not limited to:  Windows 10/7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.
Desired Skills:
Experience in a technology call center environment.  Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents.  Experience with technology ticketing systems.  Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service.

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Job Description:

We focus on innovation and best practices, and we value creativity. You can help Bank of America continue to transform the way customers and clients bank with us. Our teams design, develop and implement technology applications, systems and operational processes to support our customers, clients and the bank’s employees around the world.   We all support the mission to protect the firm and in turn, protect the stability of the financial sector.   From programming to data management, from innovation to information security, our teammates provide the tools and resources that connect capabilities across our eight lines of business. You’ll be part of an organization whose influence is felt globally, as we manage the critical systems and technology platforms needed to maintain the company’s market-leading positions in all its businesses, including deposits, payment products, consumer lending, wealth management, small business and middle-market lending, treasury services, investment banking, and sales and trading.

As a Year Up Program hire on Global Service Desk team, your key tasks and responsibilities may include but are not limited to:

Provide analytical and technical skills to support the design, development, implementation of technology solutions to support our clients and manage risk
Responsible for delivering innovative capabilities in a team environment, as well as leveraging skills, background and interests for a specific group within Technology and Operations

Minimum Qualifications

Must be a current or previous apprentice in the Year Up Program supporting Bank of America.
Global Support Service - Service Desk Analyst. Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary systems.   This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.
 
Required Skills:
1-3 years of technology/customer service experience required.  Client-facing level one technology support role for a global user-base.  Role involves basic troubleshooting of Microsoft applications and proprietary system.  Desired experience in Microsoft Office application suite -- how to, in addition to troubleshooting.  Candidate should have excellent customer service skills.  In-house training will be conducted as needed.  Technologies may include, but not limited to:  Windows 10/7/XP, Mac OS X, Microsoft Office, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), and ticketing systems.
Desired Skills:
Experience in a technology call center environment.  Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents.  Experience with technology ticketing systems.  Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21075785

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Michelle Ridout

Referral Bonus:

0