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Service Desk Analyst

3 months ago

Exton, United States Citadel Full time
Job Overview

Primary responsibility is to provide first level telephone support and problem resolution for all Credit Union users of computer applications, hardware, peripherals and networks. Ensures that all system processing related to the daily operations of the Credit Union’s products, services, infrastructure and critical applications are completed in an accurate, efficient, controlled and timely manner to insure 24x7 access to service delivery channels and information.

Responsibilities

Service Desk Support:

  • Answer incoming technical support phone calls; manage Service Desk ticket queue/s.
  • Provide technical assistance / support for desktops, laptops, servers, network connectivity, business applications, mobile devices and voice-over-IP telephone systems.
  • Apply problem-solving skills to resolve phone, email and “walk-in” Service Desk cases; analyze and troubleshoot problems and applies understanding of software and hardware products and services to resolve reported issues.
  • Determine severity, impact, and nature of reported issues.
  • Perform analytical analysis to troubleshoot reported issues.
  • Log all calls and activities accurately into the Service Desk application, including updates and status changes; abide by Incident Management outlined framework.
  • Follow up with internal and external resources in order to resolve open cases.
  • Document steps taken for troubleshooting and problem resolution to assist others with understanding what steps have already been taken.
  • Create documentation for future reference as it relates to resolving the call at point of contact.
  • Deliver high levels of customer service. Ensure Service Level Agreements are being met
  • Stay current on all new product releases so that client questions can be addressed appropriately.
  • Identify trends and communicate them to management so that the core problems can be resolved quickly.
  • Escalate issue to the next level when appropriate.
  • Comply with Information Systems Security Policy.
  • Provide off hours support for Citadel Federal Credit Union systems and applications.
Support the daily operations of Citadel Federal Credit Union:
  • Work unsupervised to monitor and complete all batch processing, transaction processing and file; transfer activities as outlined on the procedural checklists.
  • Complete scheduled shift activities accurately and within times prescribed.
  • Work on call weekends and holidays to insure system accessibility.
  • Maintain processing checklists.
LAN/WAN Administration:
  • Complete daily, weekly, monthly and quarterly administrative checklists.
  • Maintain current and updated processing procedures schedules.
  • Install, configure and maintain software utilized on the network.
  • Install, configure and maintain desktop devices on the network.
  • Support desktop devices and servers attached to the wide area network.
  • Support the software systems utilized by Citadel Federal Credit Union.
Support and maintain core application system software and hardware:
  • Have a thorough working knowledge job scheduling applications.
  • Have a thorough knowledge of the Symitar Episys software.
  • Have a thorough understanding of Synergy cold storage and Synapsys CRM applications.
  • Assist with system testing to support monthly and annual processes and system updates.
  • Perform periodic System Re orgs to optimize the overall efficiency of the system.
  • Test and deploy new workstations and printer devices utilized by the transactional systems.
Qualifications and Education Requirements
  • 1-3 years of previous experience with personal computers, information systems or related computer business experience required.
  • Minimum one year experience in data processing environment.
  • Previous Symitar Episys experience desired. Minimum two years experience in the Credit Union industry preferred.
  • High School Diploma and
  • MCP/MTA Certification.
  • Associates degree or higher or equivalent work and education related experience. MCSA Certification preferred
  • Working knowledge of Windows based network architectures and protocols
  • Working knowledge of task scheduler, job scheduling application preferred
Additional Skills/Notes:
  • Analytical Skills - process flow analysis, systems analysis.
  • Ability to learn and apply new technologies effectively.
  • Ability to diagnose technical problems quickly and develop effective solutions.


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)