Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Provide second level contact and convey resolutions to Capital One associate issues.
- Properly escalate unresolved queries to the next level of support.
- Provide user access support and resolve problems to the end user’s satisfaction.
- Administer system access by creating, maintaining and removing User and System Access rights based on authorized requests received through internal requests tools, in accordance with established procedures and within defined Service Level Agreements (SLA’s).
- Work break/fix Incident (Trouble) Tickets for access-related issues and provide close the loop service to internal customers.
- Manage access to both internal and external applications.
- Supports enterprise-wide compliance initiatives by complying with control requirements and standards when fulfilling requests.
- Securely communicate login credentials, initially or when reset, to the user.
- Effectively manage priorities, communicate progress and raise impediments as needed.
- Develop a full understanding of the processes and procedures in scope by the team in order to deliver a high-quality provisioning service to our customers.
- Use knowledge of processes and procedures to identify and offer ways to make improvements within the team
Job Requirements
- 2+ years of experience in a help desk environment supporting an end user population (At least 1 year of experience with help desk software, databases and remote control. And at least 1 year of Identity and Access Management experience).
- Fluent in English.
- ITIL Certification.
- Mac integration basics certificate or 1+ years of Mac support experience.
- Experience working with Windows 7 and Windows 10 Operating systems
- Experience troubleshooting Windows.
