• The Contact Center Senior Help Desk Analyst provide call ticket ownership (including creation, resolution and business communications) for all network, desktop, telephony, system access and mainframe applications for contact centers under the umbrella .
• They are responsible for the escalation of unresolved issues to appropriate support group (internal and external) and they must have a senior level knowledge of all Contact Center applications in order to maintain this critical highly available environment

Required Skills:

• Education: 4-year college degree in a business or technical related discipline or equivalent experience:
• Must have experience supporting production applications in a contact center environment.
• Must have excellent oral and written communication, documentation, and meeting facilitation skills.
• Must be a self starter with excellent teamwork skills. Ability to work within a fast-paced environment. Brokerage Industry knowledge and experience is required.
• Experience within and understanding of clients LOB's and related products and services is required.
• Working knowledge and experience with Wachovia's technology standards, process and application development methodologies. Hours are Mon - Fri, 8:00am - 5:00pm.
• List skills that are required for the role (i.e. programming languages, databases, tools, compentencies)

Additional Capabilities Needed:

• This role demands a combination of skills including great customer service, problem solving, telephony (ACD, VOIP, Call Routing, Call Recording and Softphone), desktop support (Hardware/Software, Network, OS, Active Directory, Novell, Remote Control and Printing), application support (Einstein, SmartStation, PICCT, etc), access controls and mainframe support (RB, RR, CICS and Print Queue).