OSS Help Desk Phone Analyst

Description

Job Title: OSS Help Desk Phone Analyst

Duration: 12 Months Contract (Potential Contract to Hire)

Location: Richmond, VA - Onsite 5 days a week

NO C2C, ONLY W2 Due to client requirements this role is only open to USC or GC candidates

Job Summary:

Must Haves:

• High school diploma or equivalent
• 1-3 years Help Desk environment
• Excellent listening, verbal, and written communication skills
• Ability to handle a busy stressful environment and always maintain professionalism
• Troubleshoot, Analyze and Resolve related issues using available resources and tools
• Report any new issues immediately to next level support and Management
• Speak with end-users to resolve their issues quickly and determine a root cause
• Support roll-out of new applications
• Completes call logs in Salesforce on each call and works bulk requests in between calls
• Educate each Teammate on each issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the same issue.
• Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
• Adheres all Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance.
• Stays up to date on Daily Communications provided by Management or Communications.
• Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined:

Desired Skills:

• Associate's or Technical degree
• 3 years of IT experience
• Knowledge of specific software/hardware
• Banking or financial services experience

About Matlen Silver

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: [email protected] // 908-393-8600

At The Matlen Silver Group, Inc., W2 employees are eligible for the following benefits:

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)