Service Desk Analyst II

Job Description

This role falls within the information technology industry and involves providing technical assistance and support related to computer systems, hardware, and software. As a Service Desk Analyst, you will respond to queries, run diagnostic programs, isolate problems, determine and implement solutions, and provide end-user assistance where required.

• Provide excellent service and build relationships with colleagues daily.
• Work independently and as part of a team to meet established goals.
• Keep up-to-date knowledge on company's products, services, technology, and procedures.
• Compile necessary documentation for fulfilling customer needs.
• Document all required notes in the appropriate systems.
• Follow up with customers to ensure issues have been resolved.
• Drive initiatives to improve the service desk.
• Collaborate with internal support groups to provide the best service to our colleagues.
• Perform any other duties assigned.

• Minimum 1 year of IT support, customer service, and call center experience. This can be a combination of professional work experience, internships, academic projects / coursework.
• Associate's Degree

• Availability to work daytime and evening hours during the week, and on some weekends.
• Previous experience in a banking environment preferred.
• Excellent professional verbal communication skills.
• Ability to resolve complex customer problems quickly using various resources including computer screens and reference materials.
• Experience dealing professionally with irate customers.
• Must be able to use a headset and sit for long periods.
• Proficiency with Microsoft Office applications and Internet.
• A+ and Network+ certifications.
• HDI certifications preferred.