Navigant Credit Union
  • 22-Jun-2022 to 22-Jul-2022 (EST)
  • Information Technology
  • Smithfield, RI, USA
  • Hourly
  • Full Time

Benefit Eligible



Are you ready to join a growing company that offers room for career advancement, competitive pay, a sign-on bonus and a robust benefit package? One that has been consistently recognized by Providence Business News as a Best Place to Work in Rhode Island for the large employer category? Then look no further!

Navigant Credit Union currently has a position in our Information Technology department- and we're looking to speak to some dynamic, talented individuals about joining the Navigant family.

Navigant Credit Union has long been recognized as one of Rhode Island's premier Credit Unions. Established in 1915, we have served generations of satisfied members with our focus on providing customer service unmatched in the industry.

We offer medical, dental and vision coverage for you and your dependents, life and disability insurance plans, a 401K program with company match and time off benefits to promote work/life balance; on-site banking at our corporate office in addition to our other 22 branches. Navigant Credit Union promotes good health and wellness by providing all employees free access to an on-site fitness center. As a growing organization, we offer opportunities for advancement as well as tuition assistance and training to position our employees to succeed. These are just some of the benefits of a career with Navigant Credit Union.

If you believe you have what it takes and are interested in joining our team of financial services professionals, we want to hear from you!


GENERAL SUMMARY

The Help Desk Specialist will be responsible for providing basic technical assistance and routing for incoming queries and issues related to computer systems, applications, and security. The Service Desk Specialist will serve as the centralized facilitator for supporting various department(s) and functional areas.

Under general supervision, but following established policies and procedures, the Help Desk Specialist will be responsible for providing support to employees on the phone, via email, and in person.

This position requires accurate documentation, tracking, routing and monitoring of any issues to ensure a timely resolution. A demonstrated understanding of the Navigant values and expectations for customer support and satisfaction are fundamental to the success of the Service Desk Specialist.

MAJOR RESPONSIBILITIES (in descending order of importance)

  1. Provide excellent customer service as the first line of contact to the back office.
  2. Log and Track any support calls or issues in the internal tracking system.
  3. Prioritize and escalate issues as required to ensure timely resolution while adhering to departmental SLA's.
  4. Identify trends in support calls and develop documentation to address frequently reported problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
  5. Establish good working rapport and creditability with other employees. Possesses the ability to work independently and also add value in a team environment by being a complimentary member of the team.
  6. Represents the Credit Union in a professional manner while maintaining positive customer relations.
  7. Utilizes experience-based knowledge to resolve customer (internal) problems by explaining specific policies and products and/or software capabilities.
  8. Assist with the development and testing of newly designed products for operational integrity and functionality.
  9. Provide support on special projects to help drive the organization's mission.
  10. Provide a differentiating experience to internal customers by adhering to the values and approaches of "Delight Your Customer".

    QUALIFICATIONS:

    Education

    High school diploma or equivalent (GED) education required. AA degree or some college coursework preferred.


    Experience/Skills/Knowledge:

    1. Minimum of 4-5 years experience in Customer Service preferably in a credit union or financial institution.
    2. Excellent organizational, analytical and problem-solving skills.
    3. Ability to conduct presentations and training programs.
    4. Ability to handle multiple projects/priorities simultaneously with an effective outcome.
    5. Ability to deal with highly confidential information. Must possess strong service orientation skills.
    6. Excellent verbal, written, telephone and interpersonal communication skills.
    7. PC proficient, including Microsoft Office (Word, Excel, PowerPoint, Outlook) and the Internet.
    8. Ability to work/learn independently.
    9. Ability to function in a commercial office environment and utilize standard office equipment including but not limited to: fax, copier, telephone, etc. Some travel required. Ability to lift a minimum of 25lbs. e.g. file boxes
Full Job Description
Navigant Credit Union
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