Service Support Analyst

Summary: MDT is seeking a Service Support Analyst to deliver fast, accurate Tier I support for client requests via phone, chat, and tickets. The role involves troubleshooting incidents, coordinating with Tier II teams, and maintaining the knowledgebase to enhance client experience. 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 client facing applications - Escalation and Issue Resolution: Analyze and escalate to 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 Required Qualifications: - High school graduate or equivalent - 1–3 years of experience in a Service Desk or Technical Support role - Financial Institution experience (Symitar preferred) - Experience in a professional client services position - Experience with PC and associated hardware/software troubleshooting - Familiarity with remote support tools and identity/access management concepts Preferred Qualifications: - Thorough understanding of customer service practices - Thorough understanding of financial services - Thorough understanding of system administration - Knowledge of the Symitar core system - Knowledge of ticketing systems Required Skills: Level 1 IT Support, System Administration, Ticketing Systems Important Skills: Financial Institution Experience, Remote Support Tools Nice-to-Have Skills: Customer Service Practices, Cross-Department Collaboration, Documentation