Service Desk Analyst

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 install 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 on Service Desk process, supporting support procedures, and ATM/ITM related issue resolution and escalation practices.
• SOP Development: Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), including documentation related to Service Desk operations and ATM/ITM support processes.
• Metrics and Reporting: Monitor Service Desk performance metrics, ATM/ITM operational trends, and service levels. Prepare reports, and provide insights to support operational effectiveness and informed decision-making.
• Knowledge Base Management: Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base including technical documentation, troubleshooting resources, and support materials related to ATM/ITM operations.
• Change Management: Participate in change management activities as directed by the Service Desk Manager to support the successful implementation of operational and technology changes impacting Service Desk and ATM/ITM environments.
• Problem Management: Identify recurring incidents and trends, including ATM/IM service distributions, assist in root cause analysis, document findings, and collaborate on long-term solutions to improve system stability and service reliability.
• ATM/ITM Break/Fix Support Services: Serve as a subject matter expert for ATM operations by monitoring system performance, troubleshooting and escalating hardware, software, and network issues, coordinating with vendors and internal partners, and supporting break/fix activities to minimize downtime and ensure a positive member experience.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/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.
• Ability to understand complex digital products and services.
• 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.
• 1+ years of experience providing member service on digital product and services preferred
• 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.