Help Desk Support Specialist

Serve as the initial point of contact for internal client service request calls and manage resolution in accordance with established policies/procedures.

Responsibilities :

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

1. Function as the initial point of contact in receiving client requests for resolution. Employ established processes to ensure an expedient, low effort and high-quality resolution to client service requests.

2. Participate in projects as directed by Network Control Help Desk (NCHD) Leadership (e.g. departmental project initiatives, systems or procedural improvement projects).

3. Assist in the development of standard operating procedures and policies in a dynamically changing business environment that will result in high-quality client service.

4. Assist management in populating the knowledge-based Help Desk systems with problem resolution tips and “best practices.” Participate in quality assurance and inspection activities, such as client surveys and staff presentations.

Minimum 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. Associates’ degree, or equivalent education and related training.

2. Excellent customer service skills and telephone etiquette.

3. Ability to comprehend Help Desk/Call Center fundamentals.

4. Ability to comprehend Automatic Call Distributor (ACD) systems and trouble ticket processes.

5. Excellent time management and organizational skills.

6. Fundamental working knowledge of PC hardware and operating systems.

7. Fundamental working knowledge of remote access and mobile devices.

8. Ability to travel, occasionally overnight.

BB&T is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.

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Reference number US_EN_99_020085_360028