12 Mar
Help Desk Analyst - bilingual Mandarin or Cantonese
Texas, San antonio , 78245 San antonio USA

Vacancy expired!

Terrific 6+ month contract opening in San Antonio, TX for a Help Desk Analyst. Bilingual fluency in Mandarin or Cantonese is preferred. Will work the night shift Fri-Mon from 10:30pm - 7:00am Central time. Will be responsible for performance and ticket management of ATMs located globally. Will provide escalated support to all ATMs being centrally monitored. Will interface with various technology and operation teams globally while simultaneously directing vendors and other various support teams on current statuses of ATMs, providing end to end ticket oversight, and ultimately the final resolution to all issues. Environment is 24x7 (365 days a year - weekends and holidays). Responsibilities include: • Provides guidance and instructional support for local teams and initial support to diagnose and resolve ATM issues. • Manage multiple avenues of issues thru monitoring, email, & phone to ensure business expectations for service standards are met. • Organize service provider meets when required to ensure maximum ATM uptime and contractual service requirements are met. • Manage assigned ticket queue and track issues to closure. • Address and acknowledge tickets within the Service Level Agreement (30 minutes). • Report and follow-up aging and reoccurring ATM issues. • Assist with maintaining procedure documentation as it applies to specific countries. • Effectively communicate issues and status updates with business users, service providers, and management teams. • Perform remediation of incidents and problems using canned monitoring tool functions and procedure documentation. • Utilizing monitoring tools and ticketing systems for addressing issues. • Review metrics (Spreadsheets, Data Trending/Analysis, Database). • Be the technology advocate for the businesses and/or customers they support. • Deliver exceptional customer service. • Team member is to take ownership in reviewing our current workflow processes to ensure their accuracy. Qualifications: • In-depth knowledge in: o Trouble Ticketing systems o Monitoring Tools o Network Protocols o LAN/WAN knowledge o TCP/IP o Internet/Browsers o Spreadsheets o MS Exchange o Microsoft Office Suite (i.e., Word, Excel, Access, Outlook, Project) • Strong communications skills in Mandarin or Cantonese preferred. • Ability to work various shifts, including 2nd and 3rd shifts and up to one weekend day. • Ability to follow complex and unique processes and adapt to change rapidly • Analytical thought needed to resolve issues in a variety of complex situations • Ability to manage multiple issues in fast-paced, deadline driven environment • Strong problem solving and decision-making skills • Superior organizational skills needed to manage several issues and follow-ups simultaneously. If this sounds like the perfect fit, Apply Today!

Vacancy expired!


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