Service Desk Analyst
Everwise Credit Union

Job Description:

Position Summary

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures. The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement. Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence.

Primary Responsibilities and Duties

• Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level Expectations.
• Ticket Documentation: Accurately document all requests and issues, research, and resolution activities within the Service Desk system to ensure up-to-date records and information.
• Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users.
• Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment.
• Escalation Process: Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of IT, as needed. Ensure efficient follow-through in alignment with Service Desk protocols for prompt resolution.
• Communication: Maintain clear, effective communication between end users, Level II support, and management to provide status updates until successful resolution.
• Problem Coordination: Act as a liaison between IT resources and impacted users, facilitating communication for issues that affect multiple stakeholders.
• Patch Management: Play a critical role in the monthly patch management process by contacting end-users to install updates, directly installing updates when needed, and troubleshooting any issues that arise. Track and report on devices that have not been updated, identifying missing patches to ensure a secure and up-to-date environment.
• Training Assistance: Assist the Service Desk Manager in training Service Desk staff, supporting the team in following consistent processes and standards.
• SOP Development: Contribute to the creation and updating of Standard Operating Procedures (SOPs) to optimize Service Desk efficiency and consistency.
• Metrics and Reporting: Monitor Service Desk performance metrics, generate reports, and offer insights to support strategic decision-making.
• Knowledge Base Management: Lead efforts to develop and maintain a Knowledge Base that supports efficient, consistent Service Desk operations.
• Change Management: Participate in change management activities as directed by the Service Desk Manager to support operational changes effectively.
• Problem Management: Identify recurring incidents and contribute to Problem Management efforts by documenting patterns, assisting in root cause analysis, and working with the Service Desk Manager to develop long-term solutions to reduce the recurrence of issues.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge and Skills

• Excellent phone etiquette and customer service skills with a professional, courteous approach to support.
• Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.
• Strong problem-solving and analytical skills, particularly in a fast-paced environment.
• Ability to quickly troubleshoot and resolve Tier 1 incidents effectively, managing multiple tasks simultaneously.
• Proficiency with Microsoft Office suite (e.g., Word, Excel, Outlook) and iOS operating systems.

Minimum Requirements

• High School Diploma or GED
• 1+ years of Service Desk, IT support or similar customer support role experience.
• Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field preferred.
• CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications are preferred.
• Prior experience in a financial institution is preferred.

Everwise is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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