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Service Desk Support Analyst

Company: United Wholesale Mortgage
Location: Pontiac
Posted on: June 6, 2024

Job Description:

:The Service Desk Support Analyst is the first line of defense working directly with internal clients to identify, diagnose, and resolve both business and technical problems. We collaborate with teams across IT to improve and promote self-service solutions as well as generate and disseminate Global communication throughout the company. Incidents we are unable to resolve within 10 minutes we will detail the incidents and escalate it up to the appropriate teams.WHAT YOU WILL BE DOING:Troubleshoot Mortgage Software issues with web based and client based Loan Origination SystemsResolving issues received via Ticket system, Email , or PhoneEffectively communicate with all levels of internal/external clientsWork closely with team members as well as independentlySense of urgency must be demonstrated at all timesLogging all client interactions in a ticket tracking systemEscalate issues that cannot be resolved at a first level to our secondary teamsSend global notification messages for planned and unplanned outagesSuggest new processes that will help streamline persistent issues that ariseContinue learning new technologies and mortgage processesDocument reoccurring processesEffectively communicating back to clients and to appropriate internal teamsProvide support on a rotating scheduleDocument and maintain standard operating instructions and installation proceduresAccurately document all reported issues in the Service Desk DatabaseClient Coordination point for IT initiativesFocus on proactive and informative communicationPerform routine daily tasks as defined by Production Support Team LeaderWHAT WE NEED FROM YOU:Required:Must be able to work 10am-7pm or 11am-8pm shiftHigh School Diploma1-3 Years in client service roleKnowledge of computers, notebook computers, and printer hardware conceptsKnowledge of application server technologies (such as Microsoft Terminal Services), Microsoft Active Directory Security, Citrix Application, streaming, and VMware Virtualization technologiesFamiliarity with call center practices and proceduresStrong problem-solving and decision-making skillsAbility to work effectively and with minimal direct supervisionDetail-oriented and quality-consciousAbility to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focusedPreferred:Mortgage and/or Financial Services industry experienceTHE PLACE & THE PERKS:Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? Its all happening on UWMs campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.Its no wonder that out of our six pillars, People Are Our Greatest Asset is number one. Its at the very heart of how we treat each other, our clients and our community. Whether its providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.From the team member that holds a door open to the one that helps guide your career, youll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, youll be welcomed here. Accepted here. And empowered to Be You Here.More reasons youll love working here include:Paid Time Off (PTO) after just 30 daysAdditional parental and maternity leave benefits after 12 monthsAdoption reimbursement programPaid volunteer hoursPaid training and career developmentMedical, dental, vision and life insurance401k with employer matchMortgage discount and area business discountsFree membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball courtWellness area, including an in-house primary-care physicians office, full-time massage therapist and hair salonGourmet cafeteria featuring homemade breakfast and lunchConvenience store featuring healthy grab-and-go snacksIn-house Starbucks and DunkinIndoor/outdoor cafe with Wi-FiDISCLAIMER: All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is 'at-will.' UWM is an Equal Opportunity Employer. By selecting Apply for this job online you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.by Jobble

Keywords: United Wholesale Mortgage, Pontiac , Service Desk Support Analyst, Hospitality & Tourism , Pontiac, Michigan

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