Service Desk Analyst

Hancock Whitney Bank • Gulfport, MS

1d

About The Position

The Service Desk Analyst provides associates with effective IT support (Level 1) for incidents and service requests. This position is responsible for a positive IT client experience for associates. Requests are documented, tracked, updated, and reported through the workflow management system.

Requirements

• One-year certificate from a college or technical school
• 3+months related experience and/or training; or equivalent combination of education and experience.
• Proficiency with Microsoft Office products required
• Excellent communication, analytical, customer service, and organizational skills

Nice To Haves

• Knowledge of ITIL and ITSM is preferable

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for IT assistance by phone, chat, self-service portal, e-mail, and in-person.
• Provides support for associates experiencing problems related to PC hardware, software, networks and other technologies while tracking tasks as incidents and service requests.
• Interviews caller to collect information about problem and leads the associate through diagnostic procedures to determine point of failure.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine (Level 1) user problems, referring more complex problems (Level 2/3) to supervisor or appropriate technical staff.
• Logs and tracks calls using IT Service Management system.
• Maintains historical records and related problem documentation in the knowledge base.
• Serves as the voice of IT by providing users with a single point of contact for the entire incident life cycle.
• Communicates incident trends to Supervisor, Service Desk members and other technology teams.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree