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Level 1 Help Desk Agent
Category: Banking
  • Your pay will be discussed at your interview

Job code: lhw-e0-88375613

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  Job posted:   Mon Apr 16, 2018
  Distance to work:   ? miles
  1 Views, 0 Applications  
Level 1 Help Desk Agent

+ **Primary Location:** United States,Florida,Jacksonville

+ **Education:** High School Diploma/GED

+ **Job Function:** Customer Service

+ **Schedule:** Full-time

+ **Shift:** Day Job

+ **Employee Status:** Regular

+ **Travel Time:** No

+ **Job ID:** 18024370


**About Citi**

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi's Mission and Value Proposition at -and-value-proposition.html explains what we do and Citi Leadership Standards at -standards.html explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Business Overview:

Commercial Card Services offers integrated cash management, fund services, securities services, and trade services and finance to multinational corporations, financial institutions and the public sector around the world. With a global network spanning 100 countries, we are uniquely qualified to service clients with local and cross-border interests and provide integrated reporting and management. The Commercial Cards - North America business offers four distinct card products: Purchasing Card, Travel & Entertainment Card (T&E), One Card and Fleet Card programs to their client base. Target markets include, current GRB clients, the US Federal Government and select public sector markets. The products are marketed via the TTS Cash Sales and Business Development team in conjunction with relationship managers.

Description of Role:

The Level 1 Help Desk is the first point of contact for Commercial Cards Internal and External Clients that call or email the Help Desk with an issue. Help Desk Technicians will respond to all inquiries and requests for assistance with technical and general issues to be resolved within SLA. The ideal candidate must provide expertise and advance knowledge, including in-depth problem-solving to end users to help diagnose and resolve issues reported to the Help Desk with a focus on First Call Resolution. Help Desk Technicians will escalate issues as appropriate while also identifying and implementing process improvements that will prevent future Client issues. Main responsibilities will include providing general navigation assistance, password resets, assist clients in creating reports, troubleshoot File Delivery reported issues, and troubleshoot complex issues reported into the Help Desk.



+ High School Diploma

+ Minimum 2 years relevant technical experience

+ Strong understanding of Microsoft Office Suite (excel, word, power point, visio, and access).

+ Strong troubleshooting and critical thinking skills

+ Strong verbal and written communication skills

+ Strong listening skills

+ Ability to meet SLA agreements

+ Knowledge of methodology to perform trending analysis

+ Basic knowledge of computer hardware (Windows XP, Vista, Windows 7)

+ Ability to communicate complex topics to Clients

+ Basic knowledge of troubleshooting various browser versions (IE, Chrome, Firefox, Safari)

+ Ability to demonstrate proficiency in Commercial Cards Online Tools (CitiManager, GCMS, CCMS, CCRS)

+ Experience in Commercial Card, Business Card, or TSYS

+ Experience working with Internet Explorer Safari, Google Chrome, and Firefox.

+ Bachelor's degree preferred

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