Help Desk Analyst
About The Position
Responsible for performing problem resolutions to support the bank’s users (user access problems, printer connections, etc.). Maintains and disseminates information pertinent to computer matters to appropriate management. Monitors incident call activities to ensure timely and accurate responses with adequate consideration given to relevant concerns. Maintains a competent level of expertise and knowledge of all the requirements of Help Desk issues, including policies and changes affecting the bank’s activities. Provides excellent customer service. Provides technical assistance to the bank’s computer systems. Answers questions, or resolves computer, phone, printer, and network problems for bank users, in person via telephone or from remote location. Provides assistance concerning the use of computer hardware and software including printing, Software installation, banking applications, email, and operating systems. Installs and update desktops, laptops, networks, and related software. Creates and configures user accounts within Bank and other systems, assigns and/or revokes appropriate permissions, licenses and access levels. Enables user accounts and reset passwords for different banking systems. Troubleshoots all information technology issues, including software, hardware and networking. Configures workstations sessions and user profiles banking platforms. Troubleshoots with bank vendors. Contacts Telecom and Hardware vendors for telephone and printer related issues. Disconnects and re-connect computers to accommodate office and/or user moves. Document reported issues within the service desk application and follow up with the customer. Reports any unresolved or critical level problems to higher authority.
Requirements
- Ability to effectively communicate with end-users, vendors and IT Dept management and personnel.
- Aptitude, technical ability and willingness to learn technical requirements of Help Desk, network systems, telecommunications and various software applications.
- Excellent oral communication skills and interpersonal skills.
- Good writing abilities to clearly detail facts and solutions.
- Excellent analytical skills to make fast and precise resolutions to network, application and PC issues.
- Working knowledge of the Bank’s standards and procedures.
- Strong organizational skills.
- Ability to prioritize issues and problems.
- Ability to utilize customer service skills to interact effectively and cooperatively with system and network users and train staff in basic troubleshooting techniques.
- Ability to work well in pressure situations and meeting deadlines.
- Ability to work well alone and as a member of a team.
- Knowledgeable about recent innovations in IT.
- Examining presenting concerns from multiple angles to select and implement the most suitable solutions.
- Minimum two years of experience as a Help Desk Analyst or associate's degree in information systems or like degree.
- Exposure to financial environment a plus.
- Basic understanding of ITIL methodologies.
- Experience working with Service Desk ticketing application.
- Prior experience working with EntraID, Active Directory, Microsoft Office products.
Responsibilities
- Performs problem resolutions to support bank users (user access problems, printer connections, etc.).
- Maintains and disseminates information pertinent to computer matters to appropriate management.
- Monitors incident call activities to ensure timely and accurate responses.
- Provides technical assistance to the bank’s computer systems.
- Answers questions or resolves computer, phone, printer, and network problems for bank users.
- Provides assistance concerning the use of computer hardware and software.
- Installs and updates desktops, laptops, networks, and related software.
- Creates and configures user accounts within Bank and other systems, assigns and/or revokes appropriate permissions, licenses and access levels.
- Enables user accounts and resets passwords for different banking systems.
- Troubleshoots all information technology issues, including software, hardware and networking.
- Configures workstations sessions and user profiles banking platforms.
- Troubleshoots with bank vendors.
- Contacts Telecom and Hardware vendors for telephone and printer related issues.
- Disconnects and re-connects computers to accommodate office and/or user moves.
- Documents reported issues within the service desk application and follows up with the customer.
- Reports any unresolved or critical level problems to higher authority.
- Performs other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
