Service Support Analyst

Service Support Analyst

Hybrid arrangement; 5 days of on‑site work per month required.

$40,000 – $50,000

The Service Support Analyst is the front‑line resolver in the Service Support Center, delivering fast, accurate Tier I support for client requests via phone, chat, and tickets. The role identifies, triages, and troubleshoots incidents using the established Knowledge Base, runbooks/playbooks, aiming for first‑call resolution. The Service Support Analyst documents incident fixes and continually strengthens the Knowledge Base for future support. The role coordinates with Tier II teams, serves as incident manager for major incidents, and provides high‑quality handoffs for advanced support, establishing a clear, consistent client experience.

• Client Point of Contact:
  Serve as the first point of contact for clients, ensuring proper phone and chat coverage during operating hours.
• Call Management:
  Answer incoming calls and efficiently route them to the appropriate departments or individuals.
• Level 1 IT Support:
  Provide Level 1 IT support and system administration for various programs, including Symitar, MDTOP, Mach Sol Panel, DUO Mobile and Design Portal.
• Escalation and Issue Resolution:
  Analyze and elevate Level 2 help‑desk support requests to the appropriate teams; monitor and alert high‑priority client issues to ensure timely and urgent resolution when necessary.
• Major Incident Management:
  Act as a major incident manager, coordinating teams, documenting solutions and providing routine updates to clients and internal staff during unplanned sev‑1 and sev‑2 outages.
• Chat Support:
  Oversee and manage all client chat interactions, including troubleshooting and routing issues to Level 2 support when required.
• Client Contact Database Management:
  Maintain and update the client contact database, ensuring that all information for clients, business partners, and vendors is current and accurate.
• System Administration:
  Serve as the system administrator for the JHA and Zen Desk portals. Responsibilities include adding and removing MDT and credit union resources, performing password resets, and providing user login support.
• Outage Management Assistance:
  Assist with outage processes, including troubleshooting, executing the urgent communication process via the third‑party Status page system, and collaborating with other departments to ensure efficient triage and resolution.
• Quarterly Audits:
  Conduct quarterly audits of the JHA client portal and Zen Desk portal to ensure data accuracy and system integrity.
• Vendor Coordination:
  Manage 3rd‑party vendor requests, including passing quotes to clients and internal teams and assisting with troubleshooting as needed.
• Cross‑Department
  
  Collaboration:
  
  Work closely with other departments to ensure smooth and timely workflow throughout the organization.
• Issue Escalation:
  Escalate issues to the appropriate teams and management to facilitate prompt resolution.
• Management Updates:
  Keep the management team informed of progress towards established objectives and report any significant challenges that arise.
• Documentation:
  Complete all required reports and records accurately and on time.
• Internal Knowledgebase:
  Responsible for documenting solutions, updating, and providing more detailed solutions to provide a consistent experience for clients.
• Update Knowledgebase:
  Document using the KCS methodology for Knowledgebase refinement.
• Meeting Participation:
  Attend and actively participate in department meetings and committees as needed.
• Work Area Maintenance:
  Maintain a clean, secure, and well‑organized work area.
• Special Projects:
  Complete special projects and any other tasks or duties as assigned.

• High school graduate or equivalent.
• Financial Institution experience (Symitar preferred).
• Experience in a professional client services position.
• Experience with PC and associated hardware/software troubleshooting.
• Call Center experience.

• Thorough understanding of customer service practices.
• Thorough understanding of financial services.
• Thorough understanding of system administration.
• Knowledge of the Symitar core system.
• Knowledge of the Zen Desk service desk system.

• No hazardous or significantly unpleasant conditions (such as in a typical office).
• Ability to cover different shifts between the hours of 8:00 am‑7:00 pm (EST).
• Additional hours, including Saturday/Sunday support, as required.
• Occasional overnight travel for training and conferences.
• Long duration of computer workstation usage.

• Seniority level
  :
  Entry level
• Employment type
  :
  Full‑time
• Job function
  :
  Information Technology
• Industries
  : IT Services and IT Consulting