IT Service Desk Analyst

1 week ago

Austin, United States University Federal Credit Union Full time

The IT Service Desk Analyst is a member of the IT Service Desk Team, which acts as the first point of contact for technology support across UFCU. They are organized, eager to learn and focused on customer service. Under minimal supervision, they create and resolve incidents and service requests and communicate about both planned and unplanned events and maintenance. They support all end-user hardware including desktops, laptops, mobile devices and printers. The IT Service Desk Analyst enjoys teaching users new technology, mentoring team members and constantly looks for opportunities to improve the customer experience for interacting with the IT Service Desk and user experience with UFCU's technology.

About UFCU

As Austin's largest locally-owned financial institution, University Federal Credit Union is a financial institution owned by, dedicated to, and always working for our Members. Our mission at UFCU is simple: to provide for the well-being of our Members. We're proud to focus on people - not profits. We deliver fair and honest products and outstanding service, and we work collaboratively within our organization as well as our community to help Members achieve their personal and financial goals.

Consistently receiving awards as the Top Credit Union and Top Mortgage Company, UFCU is proud of its people-first culture. We value our employees as much as our Members. We offer an environment where people care about each other - like family. If you want to love what you do, make an impact in your community, and have the power to help people change their lives - then we're glad you're here.

Essential Functions

Incident Management and Service Request Fulfillment:

  • Log and resolve all incidents and service requests quickly and efficiently while meeting SLA targets.
  • Effectively prioritize tickets and work to minimize impact to business or members.
  • Properly notify IT Management of all high-severity or escalated incidents/requests in a timely manner.
  • Document processes, keep the knowledgebase updated and create self-serve documentation for users.
  • Educate UFCU team members to help them learn new technology and work more efficiently.
Customer Satisfaction & Communication
  • Serve as the single point of contact for the customer to report incidents, request service and ask questions.
  • Be an advocate for the customer and be resourceful in servicing their needs and resolving their problems in a one-and-done fashion.
  • Proactively solicit customer feedback to improve service.
  • Communicate planned and unplanned events and maintenance.
  • Maintain confidentiality over sensitive information.
  • Proactively updates customers on status of their requests
End User Computing
  • Build, deploy and support computers as needed to support hardware refresh cycles, new employee onboarding and general issue resolution.
  • Responsible for maintaining the CMDB for all end user devices
  • Ensure computers receive regular security updates and assist in testing and deployment
  • Participate as a Subject Matter Expert in end-user computing for various projects and initiatives across UFCU.
Teamwork & Self-Development:
  • Develop cross-team relationships with the IT department
  • Engage other teams as necessary to assist in resolving customer issues or requests.
  • Serve as a trusted advisor and expert resource in Service Desk operations for members of the IT Service Desk and the IT Department.
  • Continually find opportunities for ongoing professional growth and learning.
  • Effectively manage time and resources.
Other:
  • Performs other duties as assigned.
  • Adhere to all company policies, procedures and business ethics codes.
  • Maintain strict adherence and compliance to all laws, rules, regulations, policies, procedures and internal controls specific to your role.
Knowledge/Skills/Abilities
  • MCSA, A+ or related technology certifications desirable.
  • Experience operating in and troubleshooting enterprise environments (WAN/LAN, Active Directory, DNS, DHCP, Print Services, etc)
  • Experience supporting Office 365 applications
  • Experience supporting Windows operating systems
  • Familiar with ITIL methodology for incidents and service requests and using a ticketing system to manage these
  • Impeccable customer service and time-management skills.
  • Organized and detail oriented
  • Strong communication skills (written, verbal, and listening) with the ability to communicate effectively with staff of varying technical expertise.
Competencies
  • Leading and Developing Self
  • Organizational Impact
Experience

Minimum Requirements
  • High School Diploma or equivalent required.
  • Minimum of three (3) years of relevant experience is required.
Things You Need to Know Before You Apply

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, in order to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
  • Specific vision abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.
  • The employee is frequently required to stand and walk.
  • Employee will make extensive use of the telephone requiring the ability to effectively and accurately explain complex information.
  • The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds.
Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • This position may involve periodic stressful conditions.
  • This position has direct exposure to possible robbery.
  • May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.
  • May occasionally move from one work location/branch to another.
  • Public contact position, requiring appropriate professional appearance.
  • Frequent computer use at a workstation up to two hours at a time.
  • The noise level in the work environment is usually moderate.

INDUFCU

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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