Help Desk Analyst

About the role

This is a hybrid position requiring in-office hours. The service desk is available 24/7. This position may require on-call availability and evening and weekend hours.

Responsibilities

• Provide timely and accurate response to all incoming incidents, requests, and alerts to the Service Desk.
• Record information relayed from the customer and troubleshooting steps performed, along with their corresponding results, accurately in the ticketing system.
• Assign, prioritize, and resolve incidents and requests efficiently and concisely while maintaining a high first-call resolution rate.
• Manage a personal queue of open tickets, ensuring timely incident resolution and customer satisfaction through continual follow-up.
• Proactively identify and resolve or eliminate recurring incident types.
• Participate in process improvement and knowledge documentation activities to increase operating effectiveness.
• Provide support to all Dollar Bank branches and departmental back offices related to telephones, desktop devices, virtualized desktops, laptops, ATMs, video conferencing, and connectivity issues pertaining to the internet, WAN, and LAN.
• Maintain high-quality documentation of problems and resolutions in the Ticketing System.
• Update the knowledge base to ensure accurate and current information is on file.
• Receive calls from users/branches/back offices and resolve issues at the first level of support or triage them to second-level support teams.
• Participate in project and maintenance activities, including User Acceptance Testing, PC builds, and the execution of functional test plans.
• Administer workflow tools and generate periodic reports.
• Work in a supportive, team-oriented environment.
• Understand, report, respond to, manage, and monitor risks encountered daily as part of Dollar Bank’s risk management program.
• Comply with regulatory laws and company procedures.

Requirements

• Associate degree in an IT-related field required, or possess 2 years of experience in communicating, monitoring, and documenting IS incident activities.
• Good analytical and problem-solving skills.
• Ability to work effectively both independently and with others to achieve team goals.
• Ability to log and triage all calls/incidents.
• Familiarity with Windows and Windows applications, as well as other PC-related software and operating systems.
• Strong commitment to customer service.
• Good organizational skills and the ability to multi-task.
• Ability to deal effectively with all levels of employees in written as well as oral communications.