It Service Desk Analyst

Statement Of Hire

At Signature Bank of Arkansas, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area.

A successful Team Member will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

• Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.
• Receive, log, and manage calls from Team Members via telephone and email
• Maintain an Asset Database and track changes
• First and second line support
  - Troubleshoot IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends and relative reports for this position
• Publish support documentation to assist Team Members with requests for information and provide training
• Facilitate smartphone and tablet account management
• Arrange for external technical support when problems cannot be resolved in-house
• Perform all other tasks requested as they relate to the Bank and its functions.
• Perform off duty and on call functions pertaining to technology requirements

Reports to:

SVP IT Director

FLSA Status:
Non-Exempt (Hourly)

At Signature Bank of Arkansas, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area.

A successful Team Member will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

The IT Service Desk Analyst will provide first and second line technical support to internal Signature Bank Team Members. The successful candidate will require an aptitude for working with applications/systems to analyze, diagnose and resolve technical problems, which may range from straightforward to more complicated technical issues.

• Exhibit a sense of urgency to provide the finest customer service at all times and in all forms of verbal and written communication.
• Receive, log, and manage calls from Team Members via telephone and email
• Maintain an Asset Database and track changes
• First and second line support
  - Troubleshoot IT related problems from in-house software to hardware, such as smartphones, tablets, laptops, PCs and printers
• Troubleshoot basic network issues
• Escalate unresolved calls to the infrastructure support team
• Take ownership of Team Member problems, report on the status of problems on behalf of the Team Member, and communicate progress in a timely manner
• Maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends and relative reports for this position
• Publish support documentation to assist Team Members with requests for information and provide training
• Basic Active Directory knowledge: create user accounts, reset…