IT Help Desk Specialist I at Synovus Financial Corp. in Columbus, Georgia

Job Description:

Job Summary:
Under close supervision, provide quality tier-one support to IT users, employing a high degree of customer service, technical expertise, and responsiveness. Provide first-level assistance for defined problems; escalate trouble tickets as necessary. Use a high degree of patience and problem management techniques to solve problems, and follow through on resolution with users.
Job Duties and Responsibilities:
Provide accurate and creative solutions to basic user IT problems of a simple to moderately complex nature to ensure user productivity; use technical advice, guidance and informal training to customers through hardware and software programs.
Enhance and develop quality support methods and communication skills through coaching feedback and other developmental courses/programs.
Assist in the resolution of user and support issues to ensure the timely distribution of knowledge and a positive impact on user satisfaction.
Log and track calls through the Automatic Call Delivery (ACD) system and enter solution data and problem details into the solutions/ACD database.
Participate in call monitoring activities as required by established operating standards.
Research, resolve, and respond to questions received via telephone calls, e-mails, and callbacks in a timely and prompt manner, in accordance with established standards and policies.
Escalate problems to the appropriate individual or next level of tier support based on established guidelines and procedures.
Acquire and maintain a current knowledgebase of relevant software applications, application systems, and IT hardware as well as support standards to provide technically accurate solutions to users. Attend training sessions and workshops as requested.
Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to end-users.
Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
Perform other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace.
MinimumEducation: High School Diploma or completion of GED. Technical or Associates Degree in a related field/profession is preferred.
Minimum Experience: No experience required. Greater than six months of demonstrated customer service experience is preferred.
Required Knowledge, Skills, & Abilities:
Demonstrated knowledge of the technical specifications of various IT equipment and software packages to include: PC's, printers, scanners, Microsoft Office Solutions, and Microsoft Windows XP and Mac operating systems.
Excellent customer service, telephone etiquette, and interpersonal skills.
Strong verbal and written communication skills and the ability to effectively listen; to include technical and non-technical information.
Analytical and problem-solving skills and the ability to derive solutions to typical or unique problems.
Ability to actively participate in on-call support as scheduled.
Ability to work on multiple task simultaneously in a fast-paced environment.
Ability to maintain a high level of client trust and confidence in the group's knowledge and concern for users' needs.
Required Certification(s): Help Desk Analyst (HDA) and/or Customer Support Specialist (CSS) Certifications preferred..