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Officer, Technology Support Sr. Analyst- Service Desk, Employee Technology Support/employee Experience Technology

2 weeks ago

Singapore Bank of America Full time

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Responsible for the level one technology support in a global support services call center environment. The role includes troubleshooting hardware, software and mobile device issues utilizing multiple technologies and resources. This individual is responsible for providing first level diagnosis and troubleshooting to support the functionality of internal employees. The analyst is responsible for efficient technology solutions while providing an exceptional customer service experience. Individual must be committed and keen to build long term career goals with BAML as we encourage internal movements and growth for high performing employees.

**Responsibilities**:

- Inbound call & chat from global internal users
- Troubleshooting hardware/software via telephone for Global users
- Technology call & chat center environment
- Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents
- Technologies may include, but not limited to: Windows 10/11, Mac OS, MS365 Suite, AVAYA, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), Network fundamental, Operating System security patching and ticketing systems
- Ability to consistently meet or exceed performance targets and goals correlated with call handling and customer service

**Skills**:

- Excellent written and verbal communication skills
- how to, in addition to troubleshooting
- Experience with technologies: Windows 10/11, Mac OS, MS365 Suite, AVAYA, Cisco/VOIP telephony, Blackberry, Android, iOS (iPad/iPhone), Network fundamental, Operating System security patching and ticketing systems
- Experience: 0-2 years preferred banking or information technology
- Superior Customer Service Skills 1-3 years’ experience preferred. In-house training will be conducted as needed
- Experience in a technology call & chat center environment