Summary of Responsibilities:
Provides first-level monitoring, problem determination and resolution on calls and emails involving problems with computer equipment for all Company associates. Documents all problems in Service Desk software to track caller trends. Reassigns call logs to second-level support groups as needed. Works with minimal supervision and is responsible for making an established range of decisions, escalating to Manager when necessary and updating Manager on a regular basis.
Performs first-level problem determination and resolution on calls and emails from Western & Southern Financial Group (W&SFG) associates.
Monitors, contacts and assists Western & Southern Life’s district offices with data communications networks, and communicates problem status to communication services staff.
Documents all problems utilizing the Service Desk call and problem-tracking systems.
Communicates mainframe and transaction status to user community via phone, voice messaging, email and/or terminal sign-on messages.
Reviews voicemail, wizard mail, Internet mail and HEAT email to check for problems and/or respond to user requests, questions and concerns involving dumb terminals, printers, notebooks, etc.
Assists with the testing of hardware and software changes as they relate to the Western & Southern Life district offices.
Handles associate calls through the Service Desk involving reconnection of dumb terminals, mainframe printers, notebook computers and desktop PCs.
Accesses databases in order to reset individual passwords for Internet sites.
Performs remote access option for Home Office associates.
Proven experience handling multiple duties and completing assigned tasks accurately and on a timely basis.
Demonstrated experience maintaining a calm and professional demeanor when handling demanding situations.
Demonstrated excellent verbal and written communication skills and effective interaction and communication with all levels of staff and management. Proven ability to convey information in a clear, focused and concise manner while expressing or exchanging accurate information.
Proven strong analytical skills, including demonstrated experience identifying and quantifying problems, interpreting data, establishing facts, and providing effective resolutions. Cite examples of good decision-making skills when dealing with multiple alternatives.
Proven examples of motivation and experience working under limited supervision.
Demonstrated experience working effectively within a team. Provide examples of motivating co-workers in difficult situations.
Proven ability to continually read and prepare a variety of correspondence, reports and forms using a prescribed format while conforming to proper rules of punctuation, grammar, diction and style.
Works in an office setting and frequently remains in a stationary position while working at a desk, on a computer or with other standard office equipment or while in meetings.
Occasional lifting of objects from a lower position to a higher position or moving objects horizontally from position-to-position (exerting up to 20 pounds of force, unassisted).
Occasional extension of hands and arms in any direction.
Occasional moving about on foot to accomplish tasks, particularly for moving from one work station to another.
Occasional pushing while using upper extremities to press against objects with force in order to move forward, downward or outward. Also, uses upper extremities to exert force to draw, drag or tug objects.
Occasional ascending and descending stairs, ramps and the like, using feet, legs, hands and arms.
Continually maintaining body equilibrium to prevent falling when walking, standing, or crouching.
Occasional bending of the body downward or forward by bending the spine at the waist, the knee to come to a rest on knee or knees, and body downward and forward by bending leg and spine; and moving about on hands and knees or hands and feet.
Ability to continually make repetitive motions of the wrists, hands and/or fingers.
Computer Skills and Knowledge of Hardware & Software Required:
Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):