IT SERVICE DESK ANALYST

Essential Duties, Responsibilities & Expectations

• Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.
• Receive, log, and manage calls from Team Members via telephone and email.
• Maintain an Asset Database and track changes.
• Maintain first and second line support for troubleshooting IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the infrastructure support team.
• Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint).
• Provide stats for the weekly Service Desk report on call trends and relative reports for this position.
• Publish support documentation to assist Team Members with requests for information and provide training.
• Basic Active Directory knowledge: create user accounts, reset passwords, create groups etc.
• Facilitate smartphone and tablet account management.
• Arrange for external technical support when problems cannot be resolved in-house.

Compliance

• All Team Members are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties.
• Each Team Member is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities.
• It is the affirmative duty of each Team Member to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls.
• All Team Members shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions.
• Team Members must participate in required training on pertinent compliance laws and regulations as required by Signature Bank of Arkansas.
• All Team Members will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.