Latest Jobs  
Advance your technical career… Find a tech school and start an IT career!
Start your career in the fast-growing technical field – Get more info here »
Advance your technology career with the latest technology skills - Get more info here »
 
This job has expired.
 
Job Information
Job title

Sr Help Desk Specialist

Company T. Rowe Price
Wage between $0.00 - $0.00 Annually
Location United States, Maryland, Owings Mills
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 6/4/2008
Description
PRIMARY PURPOSE OF THE POSITION

The Sr Help Desk Specialist answers inbound calls and emails for technical assistance from Shareholders, Participants, Associates and Vendors. Additionally, this position provides technical support and guidance to the first level agents and has the lead responsibility for at least one other communication channel (i.e. ONLINEHELP email communications, TRP Help Desk email communications and/or both). The position works outside of normal hours of operation when ESG and Operations are not available. As a result, this position also identifies incidents, escalates to third level support, and communicates to the business and manages breaks, agent departure times, and the various queues.

PRINCIPAL RESPONSIBILITIES

*Accurately and efficiently services all customers of the Enterprise Help Desk by responding to customer requests for assistance via both phone and e-mail. Provides World Class Service by actively listening to the customer’s needs, and taking all the necessary steps, including tailored solutions, to resolve the customer’s problem. (75% of calls received are issues that require in-depth troubleshooting, i.e. not a password reset.)

*Maintains lead responsibility for at least one other communication channel (i.e. ONLINEHELP, TRP Help Desk) or both. This responsibility includes maintaining policies and procedures for support of the email channel, management of canned responses, and meeting SLA targets.

*Provides technical support and guidance to the first level agents in a real-time scenario while the first level agent remains on the phone with the customer. This support model requires in-depth knowledge of Help Desk policies and procedures as well as a technology background to support both internal and external customers.

*Identifies, troubleshoots and tests potential system events/incidents within the environment. Escalates global issues to Help Desk On-Call and to Third Level Support. Communicates directly with the business as needed and as directed by Help Desk On-Call.

*Learns and applies new technologies supported by all areas of the Enterprise Help Desk through participation in update meetings, research and review of departmental communications and electronic resources, and application of skills through customer or peer interactions. (Many of the documented “fixes” exist through the troubleshooting of the Level 1 Agents and have become the new technical practice.) In some cases, the Senior Specialists will actually conduct the update meetings for specific technologies.

*Manages the breaks, lunches/dinners, departure times and call center queues similar to the management of these areas performed during regular business hours by the Operations staff.

QUALIFICATIONS

*Bachelor’s degree in Computer Science or Programming preferred
*In-depth knowledge of the Help Desk and/or the firm preferred
*Minimum of three years tenure within the T. Rowe Price Enterprise Help Desk
*Awareness of security policies and proven track record of guiding customers and peers in the proper security practices and procedures
*No history of compliance violations during Help Desk tenure, either Internal or External
*Ability to operate outside of standard business hours when Escalated Support, Management and other key support individuals are not in the office
*Self directed and self motivated
*Proven track record in leading, managing, and coordinating system events and individuals
*Excellent communication skills, both written and verbal required
*Proven record of effective troubleshooting, problem identification, and risk assessment
*Ability to effectively multi-task and keep up within a fast-paced environment
*High school diploma or equivalent and 2 years related work experience, or college degree

** T. Rowe Price is an Equal Opportunity Employerdf-tc

Experience/Skills
See above

Other desired skills:
Sr Help Desk Specialist
This job has expired.