Analyst IT Service Desk

Bank of Hawaii•Kapolei, HI

About The Position

Under the direction of the manager or supervisor, this position is responsible for answering calls to the Service Desk Group and consistently providing premier service and guidance to the user community in the identification of problems, analysis of alternatives and implementation of effective solutions. Receives phone calls and answers questions from users having problems using computer software/hardware, applying knowledge of computer software, hardware, and procedures. This position is considered an essential employee for response to disaster situations. Shift Availability: Position requires flexibility to work any of the four shifts scheduled throughout the week. Shifts include: Day Shift: 6:00 AM – 2:30 PM or 7:00 AM - 3:30 PM Swing Shift: 2:00 PM – 10:30 PM Graveyard Shift: 10:00 PM – 6:30 AM

Requirements

High School diploma or G.E.D.
2 - 3 years of work experience in a Customer Experience position interacting directly with customers to help problem solve or work through challenging situations.
Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, Power Point and SharePoint) or similar software.
Knowledge of or ability to use Bank software.
Demonstrated verbal and written communication skills to include excellent phone etiquette, effective writing and interpersonal communication skills.
Must be analytical, detail oriented and organized with good problem solving skills.
Must be able to meet deadlines and handle multiple priorities.
Must be available for up to 24 hours per day, 7 days per week on-call support.
Able to work evenings/nights and on weekends/holidays.
May require sitting for periods of up to 4 hours at a time.
As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Nice To Haves

Direct face-to-face or telephone support experience preferred.
Experience in retail, call center, significant volunteer work, or training preferred.

Responsibilities

Utilizes available resources to provide first-level problem determination and resolution on problems received via telephone calls, e-mail and voice mails.
Records all problems reported in the Problem Management system.
Identifies/resolves basic problems and inquiries to ensure user productivity.
Escalates unresolved problems to the appropriate staff.
Performs regular follow-up according to procedures and confirms resolution with user prior to closing the problem reports.
Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers.
Attends training sessions and identifies training needs.
Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues.
Keeps abreast of system and network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions.
Participates in team projects, understands Service Desk’s Service Level Agreements and works towards its achievement.
Periodically reviews on-line procedures and assists with maintenance.
Educates users on systems and processes and acts as an IT consultant.
Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department.
Performs all other miscellaneous responsibilities and duties as assigned.