Service Desk Support Analyst - United Wholesale Mortgage

 

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 Systems 
• Resolving issues received via Ticket system, Email , or Phone 
• Effectively communicate with all levels of internal/external clients 
• Work closely with team members as well as independently 
• Sense of urgency must be demonstrated at all times 

• Logging all client interactions in a ticket tracking system 
• Escalate issues that cannot be resolved at a first level to our secondary teams
• Send global notification messages for planned and unplanned outages 
• Suggest new processes that will help streamline persistent issues that arise 
• Continue learning new technologies and mortgage processes 

• Document reoccurring processes 
• Effectively communicating back to clients and to appropriate internal teams 
• Provide support on a rotating schedule 
• Document and maintain standard operating instructions and installation procedures 
• Accurately document all reported issues in the Service Desk Database 

• Client Coordination point for IT initiatives 
• Focus on proactive and informative communication 
• Perform routine daily tasks as defined by Production Support Team Leader 

WHAT WE NEED FROM YOU

Required: 

• Must be able to work 10am-7pm or 11am-8pm shift 
• High School Diploma 
• 1-3 Years in client service role 
• Knowledge of computers, notebook computers, and printer hardware concepts 

• Knowledge of application server technologies (such as Microsoft Terminal Services), Microsoft Active Directory Security, Citrix Application, streaming, and VMware Virtualization technologies 
• Familiarity with call center practices and procedures 
• Strong problem-solving and decision-making skills 
• Ability to work effectively and with minimal direct supervision 
• Detail-oriented and quality-conscious 

• Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused 

Preferred: 

• Mortgage and/or Financial Services industry experience 

THE PLACE & THE PERKS

Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It’s all happening on UWM’s campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.

 

It’s no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It’s at the very heart of how we treat each other, our clients and our community. Whether it’s 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, you’ll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you’ll be welcomed here. Accepted here. And empowered to Be You Here.

 

More reasons you’ll love working here include:

• Paid Time Off (PTO) after just 30 days
• Additional parental and maternity leave benefits after 12 months
• Adoption reimbursement program
• Paid volunteer hours
• Paid training and career development
• Medical, dental, vision and life insurance
• 401k with employer match
• Mortgage discount and area business discounts
• Free 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 court
• Wellness area, including an in-house primary-care physician’s office, full-time massage therapist and hair salon 
• Gourmet cafeteria featuring homemade breakfast and lunch
• Convenience store featuring healthy grab-and-go snacks
• In-house Starbucks and Dunkin
• Indoor/outdoor café with Wi-Fi

DISCLAIMER

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.