Job Description

Primary Location: Costa Rica Education: Bachelor’s Degree Job Function: Operations Schedule: Full-time Shift: Day Job Employee Status: Regular Travel Time: Yes, 10 % of the Time Job ID: 17076403 Description Optima Help Desk Level 1 Support Analyst. Level 1 support analyst is the first line of support responsible for filtering and routing general internal and external customer inquiries received via email or telephone from different regions in order to provide basic support and troubleshooting such as entitlements issues, report or system queries configuration, basic system failures, ticket routing, queue handling and escalation to Level 2 and Level 3 support. This person may also interact with TI / Technology applications support teams and also with senior customers for different products and financial services. Level 1 analyst will be responsible to gather and analyze as much information as possible about the user’s issue and determines the best way to resolve or escalate the problem. Level 1 may also provide support for identified Level 2 and Level 3 issues where configuration solutions have already been documented. Help Desk Level 1 Responsibilities involve: System understanding required to support and administrate the Basel Reporting issues or inquiries received via email or phone calls and also the tracking tools or platform required to perform first line support. Performing queries on the various systems supported by the Basel Reporting Team in order to gather the customer’s information to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Effective Communication and Problem Solving Skills required to identify the underlying issue in order to begin sorting through the possible solutions available by handling straightforward and basic problems through knowledge management tools. Running Metrics and Reports on a frequent basis in order to guarantee an adequate control and administration of all the issues and inquiries received or escalated to guarantee and appropriate and timely resolution for the end user or customer. Key Responsibilities: Perform accurate, efficient, and timely Help Desk Administration activities (generate reports, queries, customer support, executing task or metrics) as required. Communicate and Escalate on time issues and other relevant system deviation. Provide best in class customer level 1 support as part of the Basel Regulatory Reporting Cycle by supporting issues prioritization, follow ups, escalation and metrics generation. Gather the customer’s information to determine the customer’s issue by analyzing the symptoms and figuring out the underlying problem. Support, prioritize and coordinate any project/Controls needed to mitigate identified risk, roadblocks or issues impacting the Month End Close. Identify improvement opportunities, process risks, gaps or any help needed and communicate with business analyst & direct manager in a timely manner. Maintain an efficient, direct and timely communication with direct manager, team members and customers. Include being a team player and problem solver. Actively participate in training, communication, process improvement projects as assigned by direct manager in accordance with Citi objectives. Qualifications Knowledge/Experience: Required: •Educational background in business, finance/accounting, system engineering or equivalent. •1 to 3 years experience in Financial Services or Shared Services Help Desk environment preferred. Skills Required: •Good proficiency in Excel and Access, including working knowledge of formulas, links, and pivot tables. •Proficient in English a must •Solid customer service and communication skills •Strong analytical skills Desirable: •Prior experience with ERP/GL systems highly desirable (PeopleSoft, SAP, ORACLE or equivalent) •Prior experience with data warehouses, data mining, data analysis •Prior experience with SQL Server, Business Objects, Essbase or other analytical tools or reporting engines

Source: Citi jobs in Costa Rica

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