Service Desk Support Analyst

Analyst, Customer Service, Exchange, Laptop, Management, Networking, PC, Peripherals, Windows, Windows XP, Windows 7
Full Time
Work from home not available Travel not required

Job Description



  • 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.
  • Requires the ability to learn to effectively triage core banking applications and know when to escalate.
  • Requires the ability to attain a general knowledge of all bank operations.
  • Requires the ability to exercise a reasonable amount of independent judgment.
  • Must support the team, share knowledge, ask questions and act continually on behalf of service improvement.
  • Must possess problem solving and troubleshooting skills related to Windows XP, Windows 7 operating systems, Microsoft Office 2010 applications, Active Directory, Exchange, Peripherals, PC, Laptop, Network, and IP Phone systems.
  • Experience working with an enterprise-class incident/request ticketing system desired (Service-Now a plus).
  • Knowledge of using Ghost imagining software a plus.
  • 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 PDT and 7:00PM PDT weekdays, designated weekend shifts (Saturday and/or Sunday), and on-call when assigned.
  • Perform other duties when assigned.

Mental/Physical Requirements:

  • The ability to learn and comprehend complex instructions; understand the meanings of words and respond effectively; and perform basic arithmetic accurately and quickly.
  • Vision must be sufficient to read data reports, manuals and computer screens.
  • Hearing must be sufficient to understand a conversation at a normal volume, including telephone calls and in person.
  • Speech must be coherent to clearly convey or exchange information, including the giving and receiving of assignments and/or directions.
  • Position involves sitting most of the time, but may involve walking or standing for brief periods of time.
  • Must be able to travel as position requires.


Dice Id : 90780659
Position Id : 2015-1977
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