Service Desk Analyst

The Service Desk Analyst provides front-line technical support to the Bank by responding to Incidents and Requests reported by users through multiple channels; voice, email, IM, etc.What you’ll do as a Service Desk Analyst (L1):

• Provide front line technical support to the Bank by responding to incidents and requests reported by users through multiple channels; voice, email, IM, social media, etc.
• Provide superior, high-touch service by engaging mature interpersonal, communication and telephone handling skills.
• Provide highest levels of availability within the system during scheduled working hours while applying performance behaviors aligned with guidelines and standards designed to enable agents to consistently deliver effective results and to ensure the highest level of productivity and user satisfaction.
• Provide troubleshooting support for a wide variety of 3rd party applications, Microsoft Office 365, PCs, Laptops, Peripherals, IP Phones, Network, Internet Browsers, Outlook 365, Active Directory and Exchange, Win10/macOS operating systems, etc. and engage escalation support processes in a timely fashion using sound judgment and self-initiative.
• Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage Level 2 and Level 3 teammates for troubleshooting and procedural support.
• Strive to achieve resolution of all interactions on first call whenever possible while proactively and conscientiously balancing competing demands in a fast-paced environment.
• Remains informed of job-related issues through networking, training programs, seminars, and trade publications.
• Attend weekly team meetings and scheduled group- and firm-wide meetings.
• Work designated shift between 7:30AM and 6:30PM PDT weekdays
• Perform other duties when assigned.

Skill/Experience/EducationMandatory SkillsYou could be a great fit if you have: Customer Service - Must demonstrate mature interpersonal and communication skills and behaviors. Experience successfully delivering technical support via telephone in a high-call volume environment is strongly desired. Must have excellent organizational and multitasking skills, including the ability to meet deadlines, follow written procedures, while maintaining superior customer service at all times with all users. Requires the disposition and ability to adapt to ongoing changes and the adoption of new technologies in a rapidly evolving IT environment. Familiarity with service management frameworks strongly desired. ITIL Certification or similar, a plus. Experience & Education Skills/Competencies Job demands: Must be able to review and analyze data reports and manuals; must be computer proficient. Must be able to communicate effectively via telephone and in person.