Technology Support Analyst II-Service Desk

Job Description:
About Us
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Global Business Services
Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.
Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.
In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview
Global Service Desk is responsible for providing front-line IT support via chat, web and voice calls to handle incidents with technical knowledge and ability to remotely connect into a user’s machine with 24*7 global support work posture and Service Now experience.

Job Description
Client-facing level one technology support role for a global user-base. Role involves basic troubleshooting of Microsoft applications and proprietary systems. This request is to backfill for resource who is transferring effective to another function. This resource is necessary to maintain agreed service levels within the Bank of America Service Desk and deliver the capabilities to service our clients.

Responsibilities
·         To understand the issues experienced by the business users
·         To provide accurate troubleshooting steps and resolve the Tech issues for the business users
·         To ensure prompt assistance within the defined timeline
·         To maintain Ticket/Chat/Call Quality
·         To ensure process SLAs are met
·         To identify risks and process gaps
·         To remain compliant and highlight any risk issue identified
·         Incumbent should be acquainted with HVD technology and provisioning and de-provisioning

Requirements
Education : BE/BTech/ME/MTech
Certification : ITIL Desirable
Experience range : 4 – 6+ years of relevant experience

Foundational skills:
·         Strong Understanding of Windows 11
·         Troubleshooting Software & hardware issues
·         Problem solving & excellent customer handling skills

Desired skills : The individual will be part of Level 1 team and will be required to assist Mortgage application and Technology Support Via chat & voice and provide troubleshooting steps with appropriate resolutions.

Work location : Mumbai
Work timing : 24*7 global shift - Weekdays & Weekends.
Change in shift timing subject to business requirement & LOB demand
Shift Type - Rotational Shifts