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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The Help Desk Phone Analyst performs intake activities related to the support of end-users via Phone and documents all call records in Salesforce and gathers information necessary for a one call resolution. The Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a resolution and often times provides educational training on various systems supported by OSS. Each Phone Analyst adheres to compliance regulations and adheres to Truist policies and procedures related to the particular scenario. If the Phone Analyst is unable to resolve the issue, they will escalate it to a more experienced teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Troubleshoot, analyze and resolve related issues using available resources and tools.
2. Report any new issues immediately to next level support and management.
3. Speak with end-users to resolve their issues quickly and determine a root cause.
4. Support roll-out of new applications.
5. Complete call logs in Salesforce on each call.
6. Work bulk requests to support issue resolution between calls.
7. Educate end-users on resolution to their issue to ensure they have an understanding on how to fix it on their own going forward to prevent additional calls.
8. Warm transfer calls to appropriate departments if the call comes in and OSS does not support the particular application.
9. Review daily communications provided by management or the Knowledge Services Communications team to stay informed of new information on changes and workarounds.
10. Adheres to OSS scorecard goal expectations to meet/exceed goals as outlined.QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. High school diploma or equivalent
2. One to three years Help Desk environment
3. Excellent listening, verbal, and written communication skills
4. Ability to handle a busy stressful environment and maintain professionalism at all timesPreferred Qualifications:
1. Associate's or Technical degree
2. Three years of IT experience
3. Knowledge of Truist Mortgage systems; IE: Empower, Salesforce, Blend, Citrix, LendingSpace
4. Banking or financial services experienceOTHER JOB REQUIREMENTS / WORKING CONDITIONSSitting/Standing/Walking/Bending/Lifting
?      Sitting (if checked, indicate frequency)
                           Constantly (More than 50% of the time)
?       Standing (if checked, indicate frequency)
                           Occasionally (Less than 25% of the time)
?      Walking (if checked, indicate frequency)
                        Occasionally (Less than 25% of the time)    
?      Bending (if checked, indicate frequency)
                        Occasionally (Less than 25% of the time)
?      Lifting (if checked, indicate pounds)
                           Up to 10 lbs.
?   Visual / Audio / Speaking
Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
?   Manual Dexterity / Keyboarding
Able to work standard off