Deputy Director, Prudential Policy
Institute of International Finance
Job Level
Mid-LevelSenior
About the role
- Provides 1st line technical support for several assigned areas of NASCO Operations; answering support queries via phone and email
- Demonstrates readiness by logging into the phone system when your shift time begins and continue to stay logged onto the system unless coverage is supplied by another Solutions Center Analyst
- Responds to user problems and retains ownership of user problems and is proactive when dealing with user issues by working with more experienced peers or team lead
- Inputs all calls on the call tracking system by close of business in order to officially register the issue so it can be worked through the appropriate processes and procedures
- Responds to inquiries from clients and helps them by resolving any issues related to the NASCO Processing System, hardware or software related problems or any other request where assistance is needed
- Assists in maintaining a log of any application, software or hardware problems detected which could denote an outage and show a sense of urgency by escalating through the proper documented channels for immediate support
- Escalates more complex support calls through Solution Center Analyst II, the NCSC Team Lead and then on to level II (PAC’s, Deskside Support, Application Support) and III (NDT) support
- Reports any important information (any Severity I and Severity II issues) to Management Team
Requirements
- Previous Helpdesk (telephone support) experience with an excellent telephone manner
- Experience using a call tracking software
- Excellent oral and written communication skills
- Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail
- Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes
- High proficiency using and troubleshooting Microsoft Excel and Microsoft Word (desired)
- Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs (desired)
- Strong analytical and organizational skills (desired)
- Excellent interpersonal and relationships building skills (desired)
- Ability to communicate with all levels of customers in the organization (desired)
- Associate / technical degree or equivalent (Required Education)
- HDI Certification, preferred
- Must have legal authority to work in the US
- Must be able to use equipment at workstation for at least 8 hours daily
- Applicants who use AI to answer screening questions will not be considered for employment
