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Analyst I - Help Desk

Chandler, Arizona

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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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

LOB Specific Job Description

Position Summary

Providing first line support for the internal employees’ resources via voice and chat channels as part of the 24*7 Global Service Desk. Partnering with our regional and international partners to deliver best in class client care.

The successful candidate should have excellent customer care skills with a desire to expand their skills and knowledge within IT. This is an onsite position currently working 4 days in office with 1 day working from home if meeting individual service levels and metrics with no performance issues once training is complete. Working in a fast-paced environment you will be required to effectively manage multiple live chats simultaneously with our internal customers while achieving our core metrics for operations and quality.

Role involves basic troubleshooting of Microsoft applications and proprietary systems via phone/chat. Chat channels provide technology support for up to 2 clients simultaneously.

Client Care is our top priority. The successful candidate will have attention to detail and be able to document tickets clearly for the 2nd line teams to fix – for when First Line resolution cannot be attained. Excellent communication and written skills are a necessity.

In-house technical training will be provided backed up with real time support from peers and subject matter experts.

Minimum Years of Experience

+ 1

Required Qualifications

+ Requires 1-3 years of experience

+ Excellent Client Care / Customer Service skills.

+ Work well as a team and build relationships to the global partners.

+ Excellent organizational skills, with the ability to prioritize workload.

+ Ability to multitask and maintain focus on all areas of responsibility concurrently.

+ Ability to consistently meet or exceed performance targets and goals correlated with customer service and call/chat handling.

+ Able to work in a fast-paced environment.

Desired Qualifications

+ Technology Call Center and or Customer Service experience.

+ Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.

+ Hardware Support – Windows 10/11,

+ Software - MS Office suite, Office 365, SharePoint, Skype

+ Network – Citrix, VPN, Cisco AnyConnect

+ ITSM Remedy (not essential)

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.