Technology Support Analyst- Service Desk

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for providing support to address and resolve technical issues and reduce impacts from unplanned events in the environment. Key responsibilities include interpreting, evaluating, troubleshooting, and resolving hardware and software issues by telephone or chat for a global workforce. Job expectations include analyzing situations and data to provide issue remediation, following standard practices and procedures while properly documenting in system of record to mitigate risks to service levels, and providing first call resolution and exceptional customer service.

Responsibilities:

• Supports the resolution of the day-to-day common technology related incidents for the bank's global workforce
• Categorizes, prioritizes, and resolves incidents and tickets using information from Knowledge Management System (KMS) repository to drive consistency in responses
• Identifies, reports, and leverages analytics to assess outage impacts, ensuring proper escalation and handling of widespread outages
• Maintains relevant incident and knowledge records and communicates with clients on progress towards service resolution and closure
• Performs daily tasks and deliverables under direct supervision while adhering to the bank's standard practices and procedures
• Meets individual performance metrics related to first call resolution, incident and call quality, and customer satisfaction
• Supports strategies to improve service quality and call center performance

Skills:

• Active Listening
• Oral Communications
• Production Support
• Technical Troubleshooting
• Written Communications
• Attention to Detail
• Critical Thinking
• Customer and Client Focus
• Issue Management
• Problem Solving
• Adaptability
• Analytical Thinking
• Emotional Intelligence
• Research