Service Desk Analyst

Essential Duties and Responsibilities

• Acts as an internal resource available to all bank personnel for situations encountered with computer operating systems or associated components and peripherals.
• Provides technical support by answering questions and resolving problems regarding all aspects of the banks departmental computer software applications.
• Develops in-dept knowledge of the information needs of the business unit and pursues the technical skills to support those needs.
• Develops in depth knowledge of database and database structures to provide application support for the business units.
• Monitors systems in the business unit and resolves errors and inefficiencies.
• Provides (Level
  2) support for departments that have logged problem calls with the Service Desk.
• Accept vezes and updates call tickets as appropriate.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer.
• Enters commands and observes system functions to verify correct system operation.
• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
• Instructs users in use of equipment, software and manuals.
• Coordinates activities with help desk, network services or other information systems groups.
• Replaces defective or inadequate software packages.
• Refers major hardware problems to service personnel for correction.

• Develops in-depth knowledge of applications used by other business units as assigned.
• Acts as internal resource for assigned business units as it relates to any situation encountered with computer hardware or software.
• May be asked to work nights, weekends and holidays.
• May be included in an on-call rotation.
• Provides guidance and mentoring to Desktop Services technicians and team members.
• Provides level 1 support as needed.
• Some travel may be required.

This job has no supervisory responsibilities.