Service Desk Analyst I

GENERAL FUNCTION:

The IT service desk analyst is the first point of contact between end users and the IT organization. The analyst is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups. The position requires technical troubleshooting abilities and excellent customer service skills.

MAJOR DUTIES AND RESPONSIBILITIES:

• Troubleshoot Level 2 incidents and service requests escalated from First Call through ServiceDesk Plus and all other communication channels.
• Accurately record and document all details of the incident or service request, including categorization and priority into the IT service desk tool.
• Provide "how to" assistance on all internally supported devices, applications and systems.

• Escalates unresolved issues to Level 3 architects in accordance to service-level agreements, and follow up on incidents when appropriate.
• Leverage internal and external resources (knowledge bases; manuals; support sites; vendors) to answer questions and resolve issues.
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-up responses.
• Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Adheres to the Six Sigma/5S methodologies and practices the procedures set in place for Inventory Management.
• Build relationships with the Level 3 architects to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Ensuring that all the procedures and methodologies of a service are documented and adhered to.
• Incorporates effective change and risk management controls.

ADDITIONAL RESPONSIBILITIES:

• Adheres to Change Management, Incident Management, and other processes and frameworks of ITIL.
• Creating and maintaining client relationships with bank service users.
• Keeps abreast of new procedures and technology implemented by the technology department
• Demonstrated ability to work with all personnel responsible for or using the computer systems as well as third party vendors
• Ensure that all software is legal. Report any instances of abuse to management
• Provide customer support to all departments in the bank relating to technology issues as assigned or as related to service catalog.

JOB QUALIFICATIONS:

• Excellent written and verbal communication skills.
• Ability to analyze and solve problems.
• Must have a valid driver's license and proof of insurance.
• Ability and willingness to travel to various locations and prospective facilities.
• Ability to work effectively in a diverse work group.
• Ability to sit for extended periods of time.
• Demonstrated ability to effectively interact with employees, vendors, and management.
• Ability to prioritize and organize.

STANDARDS OF PERFORMANCE:

We will be honest in all that we do.

We will conduct ourselves in a professional, dignified manner.

We will always treat our customers with respect.

Must be courteous and respectfully of all customers and employees.

When greeting someone, we will stand, offer our hand, and call them by name.

We will treat co-workers, peers, and vendors with the same degree of respect and consideration we give our customers and expect for ourselves.

We will maintain a cheerful positive attitude about our bank, industry, peers, customers, and supervisory personnel.

Attempt to return all phone calls the same day as they are received.

We will conduct an informal performance appraisal of all personnel reporting directly to you quarterly and a detailed performance review annually.

We will see that all supervisory personnel under your supervision conduct the same type of review on personnel they supervise.

We will keep confidential information confidential.