Technical Analyst – GBS IND

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Job title: Technical Analyst – GBS IND

Company: Bank of America

Job description: Job Description:


(Bank of America overview, BA Continuum India overview, Business Overview) Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals. We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions. Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide. * BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview*

Global Service Desk is responsible for providing front-line IT support via chat, web and voice calls to handle incidents with technical knowledge and ability to remotely connect into a user’s machine.

Job Description *

Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications and proprietary systems. This request is to backfill for resource who is transferring effective to another function. This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.


  • To understand the issues experienced by the business users
  • To provide accurate troubleshooting steps and resolve the Tech issues for the business users
  • To ensure prompt assistance within the defined timeline
  • To maintain Ticket/Chat/Call Quality
  • To ensure process SLAs are met
  • To identify risks and process gaps
  • To remain compliant and highlight any risk issue identified


Education: Minimum Bachelor’s degree

Certification: ITIL Desirable

Experience range: 4 – 5 years of relevant experience

Foundational skills:

▪ Strong Understanding of Windows 10

▪ Troubleshooting Software & hardware issues

▪ Problem solving & excellent customer handling skills

Desired skills:

The individual will be part of Level 1 team and will be required to assist Mortgage application and Technology Support via chat & voice and provide troubleshooting steps with appropriate resolutions.

Work timings: 6:30 AM – 12-:30 AM – Weekdays & Weekends.

Change in shift timing subject to business requirement & LOB demand Shift Type

(Rotational Shifts/Fixed): Rotational Shifts

Job location: Primary Gift City, Secondary – Mumbai

Expected salary:

Location: Gandhinagar, Gujarat

Job date: Fri, 26 Aug 2022 07:14:30 GMT

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