Service Desk Specialist

Equal Opportunity Employer
Associated Bank is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Associated Bank are asked to email: colleaguecare@AssociatedBank.com or call: (800) 878-3282.

JOB SUMMARY
Under the direction of the Service Desk Supervisor, the Service Desk Specialist Level 1 will provide company-wide support to all front-line and back office colleagues on a variety of hardware, software and business application issues. Support will include the identification, research and resolution for issues following the ITIL framework for Incident Management. Issues are reported to the Service Desk via alerts, email, instant messaging (IM), phone, self-service, voicemail and walk-up. The Service Desk Specialist Level 1 will rely on knowledge documents and pre-established guidelines along with their own technical and troubleshooting skills to perform the functions of the job. They will seek additional help on complex issues from other Service Desk specialists (including Service Desk Specialists Level 2's), IT support staff and vendors. In addition, the Service Desk Specialist Level I will provide input and assistance to support Incident, Problem and Change Management as well as Application Provisioning.

Operates in full compliance with internal policies and procedures as well as applicable regulations and laws, including but not limited to Bank Secrecy Act/Anti-Money Laundering requirements. Responsible to report any procedure or process that doesnt meet regulatory requirements including fraud, whether suspected or confirmed, to management. This reporting can be done directly to any member of management, including Human Resources or Corporate Security, or can be reported through Associateds anonymous Ethics Hotline.

KEY RESULT AREAS
Analysis
Customer Service
Collaboration
Documentation
Documentation of processes and procedures
Logical Thinking
Operational/Procedural Activities
Problem Solving
Process Improvement
Quality Assurance
Research
Time Management
Troubleshooting
Other Daily Incident Management
Other Ability to Prioritize Tasks in a Fast Paced Environment

JOB ACCOUNTABILITIES

Provide in-depth level 1 technical support for colleagues reporting problems related to the following (non-inclusive) list: a) ATM Support, including: Provide internal support relative to daily network issues by maintaining ATM performances, standards, and service level agreements. Perform all ATM troubleshooting until resolution is obtained using outside service provider fulfillment. Work with the various networks to change existing specifications for ATMs and card accounts owned by the bank as required to service our internal and external customers; Work with Customer Care, Information Technology, networks and customers on all issues as they relate to our card services. Ensure our customers are able to use with cards as expected troubleshooting any issues they may have. Work to research any possible fraud issues ensuring that our customers to not suffer any financial impact or identity theft. Report any trends or customer impact immediately to management to prevent widely spread phishing issues. b) Cell phones/Smartphones/iPADs-Assist with set up of new devices including synching, passwords and company policies. c) Data Line Issues-Monitor the Orion application for alerts pertaining to the network health of the Branches. Proactively work with Branches to identify and resolve any detrimental impacts to branch networks. Work with users to look for root cause and be the interface with the vendor (AT&T, Charter, etc.) should an issue need to be escalated. d) Data Loss Prevention (DLP)/End Point Encryption-Provide level 1 support and assist colleagues with the various DLP and encryption devices on all pcs and laptops. e) Multi-Functional Printers-Assist with use, guidance and level 1 troubleshooting. f) Software Installs-When necessary, install/reinstall software on pcs. g) UPS-Monitor Powerchute alerts for any issues with the UPS devices at the Branches. Work with Branch colleagues to ensure site equipment (routers, switches, servers) maintains power. h) Voice Issues-Work with Branch colleagues on reported voice (phone and voicemail) issues including interfacing with the vendor (AT&T) if necessary. i)Video Conferencing Equipment-Set up video calls, train colleagues in use of the equipment and provide level 1 support for companywide video conferencing.

JOB ACCOUNTABILITIES

Provide in-depth level 1 technical support for colleagues reporting problems related to the following (non-inclusive) list:
a) ATM Support, including: Provide internal support relative to daily network issues by maintaining ATM performances, standards, and service level agreements. Perform all ATM troubleshooting until resolution is obtained using outside service provider fulfillment.
b) Mobile devices (Smartphones/Tablets).
c) Data Line Issues-Monitor the Orion application for alerts pertaining to the network health of the Branches. Proactively work with Branches to identify and resolve any detrimental impacts to branch networks. Work with colleagues to look for root cause and be the interface with the vendor should an issue need to be escalated.
d) Data Loss Prevention (DLP)/End Point Encryption-Provide support and assist colleagues with the various DLP and encryption devices on all pcs and laptops.
e) Multi-Functional Devices (MFDs)-Assist with use, guidance and troubleshooting.
f) Software Installs-When necessary, install/reinstall software on pcs.
g) UPS-Monitor Powerchute alerts for any issues with the UPS devices. Work with colleagues to ensure site equipment (routers, switches, servers) maintains power.
h) Voice Issues-Work with colleagues on reported voice (phone and voicemail) issues including interfacing with the vendor (AT&T) if necessary.
i)Video Conferencing Equipment-Set up video calls, train colleagues in use of the equipment and provide support for company-wide video conferencing.
J) Support remote access issues from off-shore workers as well as those colleagues working off-site.

Demonstrate the ability to extract details of an issue and document accurately the information provided from our colleagues. This information is to be entered into our incident tracking tool and the Service Desk will perform trouble-shooting best practices with non-technical customers in a professional and courteous manner.

Demonstrate the ability to quickly learn and adapt to the changing IT needs of our colleaguess and become proficient in software and business application skills. This will ensure the Service Desk continues to operate in a highly professional and proficient manner.

Act as a liaison by coordinating interactions and resolutions of incidents among IT and other Associated Bank business line resources exercising a strong teamwork attitude in real time

Quickly identify the specifics of an issue and identify a reasonable means to a speedy resolution. Notify appropriate technical sources when high level support is necessary. Ensure that all high and critical priority incidents are escalated to management through timely management alert pages. Document concise and accurate DOC summaries by ensuring that they are written and submitted in a timely manner for reporting in the Daily Operations Call.

Follow up with customers on incidents to ensure the issue is resolved to their satisfaction. Maintain accurate incident entries of contact and with resolution details.

Develop and maintain clear, concise and accurate documentation as it relates to IT supported hardware, software and business applications ensuring the Knowledge Base and Service Desk SOPs are continuously updated with the most current information available.

Expected to be familiar with changes in Associated Banks environment as well as keeping up to date with concepts, practices, current news, problems, and procedures relevant to the banking industry and adjust internal processes accordingly.

Prioritizing daily incidents appropriately and communicating with the support teams to identify and address outstanding issues according to the priority assigned.

Ensure that all requests for assistance are properly logged, assigned and responded to in a timely manner and according to the SOPs.

Establishes and maintains incident control procedures for the support teams and ensures that these are incorporated into the workflow process.