OTS Service Desk Analyst Bellco Credit Union 48 reviews - Centennial, CO 80112 Open Technology Solutions, LLC. (OTS) is an IT Credit Union Service Organization (CUSO) located in Centennial, Colorado. OTS provides technology support to participating credit unions by collaboratively implementing, managing, and supporting best-of-breed solutions. In addition, OTS offers a unique and comprehensive approach to credit union service, providing desktop and server support, network and telecom management, and help desk services. Resource sharing enables these functions to be performed by highly capable and certified staff, at significant cost savings. OTS was named a co-winner of the 2015 CUSO of the Year awarded by NACUSO. The National Association of Credit Union Service Organizations (NACUSO) core purpose is to be the catalyst for instituting collaboration, innovation, and the reinvention of the Credit Union industry. NACUSO considers thought leadership and critical thinking, value created through collaboration, innovation, implementation and execution and delivering results when selecting a winner for this highly respected industry award. To learn more about OTS visit our website at http://www.open-techs.com/. What youll be doing: The Service Desk Analyst is responsible for responding to and working support tickets received from credit union partner and CUSO partners, as well as OTS employees. This individuals main focus is working tickets and providing the highest level of support to clients. Under general supervision, this role functions as first point of contact for technical issues. Employees in this role are expected to perform a variety of troubleshooting steps including remote sessions into machines, completing system tests, password resets, hardware and software testing, basic system administration tasks and ticket management. Ticket management includes: * Efficiently manage the large number of tickets presented to them in the queue * Enter detailed notes in tickets they work * Identify when tickets are able to be closed * Follow up with clients in a timely manner * Escalate tickets to the correct team and in a timely manner In this role, the Service Desk Analyst will also: * Meet or exceed the team average for number of tickets closed per agent per month * Meet or exceed the team average for closing tickets without requiring escalation * Average Overall Customer Satisfaction Rating of 97.5% or higher * Average % of Excellence Rating of 94% or higher * Submit at least 1 knowledge base article a month * Work a rotating on call shift as scheduled * Adhere to OTS Standard of Performance * Professional representation of Open Technology Solutions * Timely, accurate and efficient performance * Adherence to OTSs policies and procedures * Promotes and ensures the highest level of quality service * Confidentiality of all records * Timeliness of meeting regulatory guidelines and requirements * Success in meeting individual, departmental, and corporate goals * Act in support of OTS Core Values: Service, Delivery, Security, Collaboration, Integrity and Celebration * Have regular and punctual attendance * Perform other duties as assigned. Our ideal candidate has: * At least 1 year experience working in a phone queue * Working technical knowledge of PCs and windows operating systems

• Basic understanding of network environments * Basic hands-on software and hardware troubleshooting experience * Experience documenting issues in a ticketing system * Strong customer service orientation * Proven analytical and problem-solving abilities * Ability to effectively prioritize and execute tasks in a high-pressure environment * Strong interpersonal, written, and oral communication skills * Ability to read, write, and interpret technical documentation and procedure manuals * Ability to conduct basic research into hardware and software issues and products as required * Keen attention to detail * Ability and willingness to work within a team-oriented, collaborative environment Bonus points: * Degree in computer science or other technology related field * Experience in a financial services environment We offer the normal stuff and some EXTRA PERKS: * Medical, dental and vision insurance, including a Health Reimbursement Account * Flexible Spending Accounts * Disability, Life and AD&D insurance * Annual incentive opportunity * Student Loan Payback program * Tuition Reimbursement * 401 K with 100% vesting immediately for payroll match * 401K profit sharing
• Service Anniversary bonus * Mortgage discount offered by a Partner Credit Union * Break room stocked with free beverages and healthy snacks
• Company and team events such as BBQs, happy hours and lunches * Great office location in the heart of Park Meadows with easy highway access and many nearby shops and restaurants OTS believes in building relationships with our partners and with our employees. So we have created a working environment built on trust, respect, and reward for effective performance. If this sounds like a place for you, we invite you to take a closer look at a career with OTS. To learn more about OTS visit: http://www.open-techs.com OTS is a drug-free work environment and an Equal Opportunity Employer (EOE). 7 hours ago - save job - original job