Service Desk Analyst I

Park National Bank•Newark, OH

5d•Hybrid

About The Position

This is a hybrid position based in Newark, Ohio with a flexible workplace arrangement of Monday, Tuesday, Wednesday On-site, with a Thursday and Friday remote option. The role involves responding to end-user questions via various communication channels, assisting with troubleshooting and resolving issues, and maintaining a high level of customer service. The analyst will be responsible for incident management, fostering trust, escalating complex issues, identifying trends, and adhering to compliance requirements.

Requirements

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.
Ability to sit for extended periods of time.
Ability to walk and stand for extended periods of time.
Ability to lift 50 pounds periodically and exert up to 20 pounds of force frequently.

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.