Service Support Analyst at MDT

SALARY RANGE

$40,000 - $50,000

POSITION LOCATION

This position is eligible for a hybrid work arrangement. Currently 5 days of on-site work per month are required.

POSITION PURPOSE

The Service Support Analyst is the front-line resolver in the Service Support Center, delivering fast, accurate Tier I support for client requests via phone, chat, and tickets. The role identifies, triages, and troubleshoots incidents using the established Knowledge Base, and runbooks/playbooks, aiming for first-call resolution. The Service Support Analyst documents incident fixes and continually strengthens the Knowledge Base for future support. The role coordinates with Tier II teams, serves as incident manager for major incidents, and provides high-quality handoffs for advanced support, establishing clear, consistent client experience.

Duties & Responsibilities

• Client Point of Contact: Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours.
• Call Management: Answer incoming calls and efficiently route them to the appropriate departments or individuals.
• Level 1 IT Support: Provide Level 1 IT support and system administration for various programs, including Symitar, MDTOP, MachSol Panel, DUO Mobile and Design Portal.
• Escalation and Issue Resolution: Analyze and escalate Level 2 help desk support requests to the appropriate teams. Monitor and alert high-priority client issues to ensure timely and urgent resolution when necessary.
• Major Incident Management: Act as a major incident manager, coordinating teams, documenting solutions and providing routine updates to clients and internal staff during unplanned sev-1 and sev-2 outages.
• Chat Support: Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required.
• Client Contact Database Management: Maintain and update the client contact database, ensuring that all information for clients, business partners, and vendors is current and accurate.
• System Administration: Serve as the system administrator for the JHA and ZenDesk portals. Responsibilities include adding and removing MDT and credit union resources, performing password resets, and providing user login support.
• Outage Management Assistance: Assist with outage processes, including troubleshooting, executing the urgent communication process via the third-party Statuspage system, and collaborating with other departments to ensure efficient triage and resolution.
• Quarterly Audits: Conduct quarterly audits of the JHA client portal and ZenDesk portal to ensure data accuracy and system integrity.
• Vendor Coordination: Manage 3rd party vendor requests, including passing quotes to clients and internal teams and assisting with troubleshooting as needed.
• Cross-Department Collaboration: Work closely with other departments to ensure smooth and timely workflow throughout the organization.
• Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution.
• Management Updates: Keep the management team informed of progress towards established objectives and report any significant challenges that arise.
• Documentation: Complete all required reports and records accurately and on time.
• Internal Knowledgebase: Responsible for documenting solutions, updating, and providing more detailed solutions to provide consistent experience for clients.
• Update Knowledgebase: Document using the KCS methodology for Knowledgebase refinement.
• Meeting Participation: Attend and actively participate in department meetings and committees as needed.
• Work Area Maintenance: Maintain a clean, secure, and well-organized work area.
• Special Projects: Complete special projects and any other tasks or duties as assigned.
  
  

Education & Experience Requirements

• High school graduate or equivalent.
• Financial Institution experience (Symitar preferred).
• Experience in a professional client services position.
• Experience with PC and associated hardware/software troubleshooting.
• Call Center experience.
  
  

Preferred Knowledge

• Thorough understanding of customer service practices.
• Thorough understanding of financial services.
• Thorough understanding of system administration.
• Knowledge of the Symitar core system.
• Knowledge of the ZenDesk service desk system.
  
  

WORKING CONDITIONS

Special

• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Ability to cover different shifts between the hours of 8:00 am-7:00 pm (EST).
• Additional hours, including Saturday/Sunday support, as required.
• Occasional travel overnight for training and conferences.
• Long duration of computer workstation usage.
  
  

Intent And Function Of Job Descriptions

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.