Service Desk Specialist 1

First National Bank Of Pennsylvania•Hermitage, PA

3d•Onsite

About The Position

The Service Desk Specialist 1 ensures client technical assets and applications remain operational by identifying, investigating, and resolving technical incidents and by fulfilling service requests within agreed SLAs. Incumbent provides first-level support for calls received at the Service Desk or submitted through the self-service portal, escalating to other technical teams or leadership as appropriate to ensure timely resolution.

Requirements

Associates degree
1 year of job-related experience
Excellent customer service skills
Ability to use general office equipment
Ability to work and multi-task in a fast paced environment
Excellent organizational, analytical and interpersonal skills
Detail-oriented

Nice To Haves

Knowledge of Microsoft Office 365 suite
Knowledge of software deployment
Knowledge of basic networking
Knowledge of remote access technologies

Responsibilities

Assists end users in resolving hardware, software, and application issues by fielding telephone calls and working assigned cases to completion.
Diagnoses problems, executes documented solutions, performs troubleshooting activities, documents actions, and tracks and monitors incidents and service requests to facilitate timely resolution.
Uses advanced knowledge of PCs, Microsoft operating systems, smartphones, virtual desktops and applications to provide excellent end user support.
Demonstrates knowledge of Microsoft Office 365 suite, software deployment, basic networking and remote access technologies.
Follows documented guidelines for escalating incidents and service requests to other support teams or leadership.
May interact with external teams or vendors in relation to a specific incident or service request.
Works with IT SMEs to achieve stated SLAs.
Functions as a relationship manager by "owning" incidents from creation to closure.
Exhibits professionalism, tact, understanding of incident priority, and knowledge of escalation procedures.
Liaises with SLA Coordinator to document and peer-review solutions for inclusion in Knowledge Base.
Supports "shift-left" by evangelizing use of self-service portal and Knowledge Base.
Performs other related duties and projects as assigned.
All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.
Compliance with regulatory laws and company procedures is a required component of all position descriptions.