Service Desk Analyst I
About The Position
Respond to end user questions received via telephone calls, voicemails, emails, and self-service generated tickets. Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services. Effectively analyze and diagnose problems with a high level of accuracy and exceptional customer service. Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained. Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions. Escalate complex issues through the appropriate channels. Identify trends in requests/issue and escalate or report as needed. Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks. Deliver a consistent, high level of service within our Serving More standards. Other duties as assigned.
Requirements
- Interpersonal/Customer Service Skills
- Written and Verbal Communication
- Ability to understand and follow directions
- Adaptable to change
- Basic Computer Skills
- Analytical Thinking
- Ability to work as part of a team
- Troubleshooting
- High School Diploma or equivalent required
- 1-2yrs experience in entry level IT or Customer Service
- Valid Drivers’ License, proof of insurance and reliable transportation are required for regular travel to affiliate and branch locations.
Nice To Haves
- Bachelor's degree in computer science or related field preferred
- Security+, A+ or Net+ certification preferred
Responsibilities
- Respond to end user questions received via telephone calls, voicemails, emails, and self-service generated tickets.
- Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services.
- Effectively analyze and diagnose problems with a high level of accuracy and exceptional customer service.
- Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
- Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions.
- Escalate complex issues through the appropriate channels.
- Identify trends in requests/issue and escalate or report as needed.
- Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.
- Deliver a consistent, high level of service within our Serving More standards.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
