Job title: Technical Analyst II – GBS IND
Company: Bank of America
Job description: Job Description: Overview . (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
Job Description: Overview . (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 resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients. The resource requires to monitor and coach analysts, create and manage weekly and monthly reports to ensure analyst performance management. Team roster and track utilization would be another key activity. This role also involves to touch base with the onshore team for seamless transfer of updates, highlight process gaps and work to create an integrated global workforce template as per business demands. Responsibilities. . To understand the issues faced by the Business Users . To provide accurate troubleshooting steps to Business Users . To ensure prompt assistance in the shortest possible time . To ensure process SLAs are met . To identify risks and process gaps . Escalation Management . Drive Process/Risk initiatives . Management reporting Requirements. Education: Mandatory Bachelor’s degree Certification: ITIL desirable Experience range: 4 – 5 years of relevant experience Foundational skills: In-depth knowledge troubleshooting desktop issues, Voice proficiency, Strong Communication, Multi-Tasking ability, Excel, PowerPoint and Word knowledge Desired skills: The incumbent should have experience to work with the global team with 24.7 operations. Strong technical and analytical skills Work timings: 6:30 AM – 11:30 PM (Rotational) Shift Type (Rotational Shifts/Fixed) Job location: Primary Gift City, Secondary – Mumbai
Expected salary:
Location: Mumbai, Maharashtra – Gandhinagar, Maharashtra
Job date: Sat, 27 Aug 2022 22:56:05 GMT
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