Service Desk Analyst in Plymouth, MA

Responsibilities

he Service Desk Analyst is responsible for providing Level 1 and Level 2 technical support to banking staff across branches, operations centers, and corporate offices. This role ensures timely resolution of IT incidents, service requests, and user issues while maintaining compliance with U.S. banking regulations, cybersecurity standards, and internal IT policies.

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast‑paced, highly regulated environment.

• Graduate and preferably BCA or any other Technical Field.
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem‑solving skills required.