Sr Service Desk Analyst
About The Position
The Sr. Service Desk Analyst, under the general supervision of the Service Desk Supervisor is responsible for ensuring that the Service Desk operates as a highly professional service that meets the needs of the OceanFirst Network. The Sr. Service Desk Analyst must have excellent technical knowledge and be able to communicate effectively to understand the problem and explains its solution and be an example to other members of the Service Desk. Must be customer-oriented and patient to deal with internal customers. The goal is to create value for internal customers that will help resolve issues quickly. This position provides professional service-desk capabilities supporting bank authorized applications.
Requirements
- Tech savvy with working knowledge of office automation products and remote troubleshooting.
- Excellent understanding of computer systems, mobile devices and other tech products.
- Strong understanding of network issues related to end user problems.
- Ability to diagnose and resolve technical issues.
- Excellent communication skills.
- Customer-oriented and ability to remain cool-tempered.
- Excellent analytical skills and working knowledge of the Windows operating environment and Microsoft Office application software.
- Technical skills relating to PC hardware.
- Ability to communicate effectively with internal business units.
- Must be adaptable and capable of learning new software quickly.
- Ability to convey troubleshooting techniques to other members of the Service Desk.
- Ability to support bank related software and hardware.
- Excellent analytical skills.
- High school diploma or equivalent, plus additional coursework or experience in Computer Applications.
- Minimum of two years experience in a help desk environment.
- One year of experience with specific OceanFirst Bank systems and/or demonstrated mastering of the department’s processes.
- Training in the Windows operating system and Microsoft Office application software.
Responsibilities
- Serves as the first point of contact for internal customers seeking technical assistance over the phone, email or Teams.
- Ensures that request for assistance from users are properly logged, assigned and responded in a timely manner.
- Performs remote or in-person troubleshooting through diagnostic techniques and pertinent questions.
- Determines the best solution based on the issue and details provided by internal customers.
- Ensures adherence to escalation procedures and responds to escalated, complex and high user calls in a timely basis.
- Guides internal customer through the problem-solving process.
- Acts as next level of escalation for Service Desk Team. Directs unresolved issues to the next level of support personnel.
- Assists the Service Desk Supervisor in the training and mentoring of new Service Desk Analysts.
- Assists in the monitoring of the Service Desk Queue to assure effective coverage.
- Assists other members of the Service Desk in the accurate categorization and assignment and resolution of tickets.
- Develops quality-focused, informative Knowledge Articles to support issue resolution.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
