BankOnBuffalo, IT Service Desk Analyst

Bank On Buffalo , The Electric Tower
• Information Technology Job Type

Full-time

The IT Service Desk Analyst role is to ensure proper computer (hardware & software) operation so that end users can accomplish their daily business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and incidents to maintain SLA expectations as part of a Help Desk team. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the user’s desktop as well as virtual/remote support.

Analysts may participate in projects for specific areas such as implementing IT Service Management (“ITSM”) System enhancement, troubleshooting of company wide technology infrastructure such as LAN/WAN, server, network devices and applications during enterprise changes, or construction and contribution of End-User “How to” documentation and updating asset inventory.

Below is a list of essential functions of this position. Additional responsibilities may be assigned in the position.

• Respond to and provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
• Evaluate documented resolutions for trends and opportunities to prevent repeated problems
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Prioritize and bring up incidents with accurate documentation to suitable senior technicians, when required.

Collaborate with co-workers on IT projects, service requests, and other internal customer needs. Embrace a positive approach in managing change, while demonstrating the below core values:

• Respect – Interact with team members in need with tact and understanding
• Client Focus – Our mission is key to the success of those we support, focusing on helping others achieve their goals is paramount.
• Inclusion – Support for all members of all teams in all locations is a core requirement of this position. Our customers are our team members!

Demonstrates strong business ethics, honest behaviors and the ability to positively influence and work with others to achieve excellent results by demonstrating:

• Leadership – Inspire others inside and outside the team to create success.
• Collaboration – Produce positive results as a team, communication and teamwork is key to all our successes.
• Integrity – Be trustworthy and a good steward of equipment and relationships.
• Volunteerism - Use your skill beyond the role by mentoring others, helping teammates, and supporting meaningful causes.

Reflects skill, good judgement, positive conduct, and personal responsibility for assigned areas. Seeks to implement and leverage services and technologies that create efficiencies by demonstrating:

• Innovation – Help establish better results through creative solutions.
• Accountability – Do the right thing even if not observed, and build trust with local teams outside of IT.
• Professionalism – Always conduct yourself in a manner that reflects our values.

Display drive and curiosity to understand end-user processes and network with business area domain experts to best understand the needs that generate new IT Service requests, interactions, or enhancements. Expand technical knowledge by attending educational workshops. Identify and learn appropriate software applications used and supported by the organization. Be curious, a champion for innovative methods, and seek professional development and growth!

To perform this position successfully, an individual must be able to perform each essential position requirement satisfactorily and a skills inventory is listed below. College degree or sophisticated education in the field of computer science, management of information systems, or related field. Or 2+ years relevant customer service experience. A background screening will be conducted.