Service Support Analyst

MDT is seeking a Service Support Analyst to provide fast and accurate Tier I support for client requests. The role involves troubleshooting incidents, managing client interactions, and ensuring a high-quality client experience through effective communication and documentation.

Responsibilities

• Client Point of Contact: Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours
• Call Management: Answer incoming calls and efficiently route them to the appropriate departments or individuals
• Level 1 IT Support: Provide Level 1 IT support and system administration for various programs, including Symitar, MDTOP, MachSol Panel, DUO Mobile and Design Portal
• Escalation and Issue Resolution: Analyze and escalate Level 2 help desk support requests to the appropriate teams. Monitor and alert high-priority client issues to ensure timely and urgent resolution when necessary
• Major Incident Management: Act as a major incident manager, coordinating teams, documenting solutions and providing routine updates to clients and internal staff during unplanned sev-1 and sev-2 outages
• Chat Support: Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required
• Client Contact Database Management: Maintain and update the client contact database, ensuring that all information for clients, business partners, and vendors is current and accurate
• System Administration: Serve as the system administrator for the JHA and ZenDesk portals. Responsibilities include adding and removing MDT and credit union resources, performing password resets, and providing user login support
• Outage Management Assistance: Assist with outage processes, including troubleshooting, executing the urgent communication process via the third-party Statuspage system, and collaborating with other departments to ensure efficient triage and resolution
• Quarterly Audits: Conduct quarterly audits of the JHA client portal and ZenDesk portal to ensure data accuracy and system integrity
• Vendor Coordination: Manage 3rd party vendor requests, including passing quotes to clients and internal teams and assisting with troubleshooting as needed
• Cross-Department Collaboration: Work closely with other departments to ensure smooth and timely workflow throughout the organization
• Issue Escalation: Escalate issues to the appropriate teams and management to facilitate prompt resolution
• Management Updates: Keep the management team informed of progress towards established objectives and report any significant challenges that arise
• Documentation: Complete all required reports and records accurately and on time
• Internal Knowledgebase: Responsible for documenting solutions, updating, and providing more detailed solutions to provide consistent experience for clients
• Update Knowledgebase: Document using the KCS methodology for Knowledgebase refinement
• Meeting Participation: Attend and actively participate in department meetings and committees as needed
• Work Area Maintenance: Maintain a clean, secure, and well-organized work area
• Special Projects: Complete special projects and any other tasks or duties as assigned

Skills

• High school graduate or equivalent
• Financial Institution experience (Symitar preferred)
• Experience in a professional client services position
• Experience with PC and associated hardware/software troubleshooting
• Call Center experience
• Thorough understanding of customer service practices
• Thorough understanding of financial services
• Thorough understanding of system administration
• Knowledge of the Symitar core system
• Knowledge of the ZenDesk service desk system

Company Overview