Technology Support Analyst II-Service Desk

Overview

Client-facing level one technology support role within the Bank of America Global Service Desk, providing front-line IT support via chat, web and voice calls for a global user base.

What you'll do

• Understand the issues experienced by business users.
• Provide accurate troubleshooting steps and resolve technology issues for business users.
• Ensure prompt assistance within the defined timeline.
• Maintain ticket, chat and call quality.
• Ensure process SLAs are met.
• Identify risks and process gaps.
• Remain compliant and highlight any risk issues identified.
• Be acquainted with HVD technology and provisioning and de-provisioning.

What you'll need

• Education: BE/BTech/ME/MTech.
• Certification: ITIL.
• 4 to 6+ years of relevant experience.
• Strong understanding of Windows 11.
• Troubleshooting software and hardware issues.
• Problem solving and excellent customer handling skills.

Nice to have

• Assist with Mortgage application and Technology Support via chat and voice, providing troubleshooting steps with appropriate resolutions.

Details

• Location: Mumbai.
• Work timing: 24*7 global shift, weekdays and weekends; change in shift timing subject to business requirement and LOB demand.
• Shift type: Rotational shifts.