Help Desk Analyst

The TSC is RJ's level 1 help desk, but a very complex level 1. Service 600-800 proprietary apps besides big apps like microsoft / adobe and things like that. 30,000 end users - large user base. User base is people in RJ home office, RJ branches that are all domain. Since it is such a complicated desk, they need someone who can pivot, adjust, use critical thinking skills to work through problems. What they have noticed is that soft skills like a basis of logical thinking, go getter attitude, white glove customer service are what they really need. Financial advisors are like doctors - they want that level of service like they are doing heart surgery. Need someone with the ability to find information, ability to know where to go to find information . mental agility.

They really want candidates who are newer in their career - ideally 2-3 years in a similar complex environment. They are open to green candidates too. They have a fairly rigorous new hire training, and need sharp candidates who are willing to learn their products and processes and find they are most successful :)

customer j/d:

About Raymond James Financial

Founded in 1962 and a public company since 1983, Raymond James is a diversified financial services holding company with subsidiaries engaged primarily in investment and financial planning,

Today, their client-focused approach has extended to serve client accounts through 8,300 financial advisors in the United States, Canada and overseas. Further, the company has expanded through the years to serve corporations, institutions and municipalities through significant capital markets, banking and asset management services.

Learn more at www.raymondjames.com

About the Technology Service Center

What They Do: The Technology Service Center provides personalized service to branch and home office associates through the dedication of Technology Service Representatives. Any technical issue or requests that Raymond James associates may have should contact the TSC department for assistance.

TSC Representatives will work a hybrid schedule in office 8 days per month. While working remotely, candidates must have a suitable area to work, reliable internet access, and availability to work an 8 hour shift between the hours of 6:30am-9:00pm EST.

Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.

Job Duties:

• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.

• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.

• Utilizes knowledge management tools to help resolve client issues.

• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

• Assists customers in performing basic software installations.

• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Manages time in customer contact center setting and documents time via activity codes.

• Utilizes required activity codes to provide awareness of non-phone related activities.

Required Skills

• At least 3 years of recent help desk troubleshooting experience in a call center environment

• Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software

• Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products

• Available to work non-standard shifts including nights, weekends and some holidays

• Very strong written and oral communication skills

• Strong analytical and problem solving skills

• Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees

New Hire Training

• TSC New Hire training is a lot like going “back to school”. The trainers will expect everyone to participate, be engaged, take notes, and ask questions.

• Quizzes will be administered throughout the training period to assess your learning progress.

• There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training. If you do not receive at least an 80% or higher, your assignment with Raymond James will be ended. Associates cannot retake quizzes or tests.

Skills

remote support

Top Skills Details

remote support

Additional Skills & Qualifications

Nice to Have but Not Required: Experience with financial services applications. They like certs like an A+

challenges with current consultants: Call avoidance (setting Teams setting to away when they really aren't) is a big issue previously. Attendance/logging in late to meetings.

Weekly quizzes and final exam for training. Mock calls that they will be graded on. Out of 5 hires, 1 typically won't make it through training. They are super hands on in how they do training, highly monitored and highly measured.