Service Desk Analyst

About the role

The Service Desk Analyst provides associates with effective IT support (Level 1) for incidents and service requests. This position is responsible for a positive IT client experience for associates.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for IT assistance by phone, chat, self-service portal, e-mail, and in-person.
• Provides support for associates experiencing problems related to PC hardware, software, networks, and other technologies while tracking tasks as incidents and service requests.
• Interviews caller to collect information about problem and leads the associate through diagnostic procedures to determine point of failure.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine (Level 1) user problems, referring more complex problems (Level 2/3) to supervisor or appropriate technical staff.
• Logs and tracks calls using IT Service Management system.
• Maintains historical records and related problem documentation in the knowledge base.
• Serves as the voice of IT by providing users with a single point of contact for the entire incident life cycle.
• Communicates incident trends to Supervisor, Service Desk members, and other technology teams.
• Complies with all applicable federal, state, and local banking and industry-related laws and regulations, including but not limited to the Bank Secrecy Act.

Requirements

• One-year certificate from a college or technical school.
• 3+ months related experience and/or training; or equivalent combination of education and experience.
• Knowledge of ITIL and ITSM is preferable.
• Proficiency with Microsoft Office products required.
• Excellent communication, analytical, customer service, and organizational skills.

Essential Mental & Physical Requirements

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to operate related equipment to perform the essential job functions.
• Ability to read and interpret a document if required to perform the essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing undue hardship, then the requirement may be omitted.