Service Desk Analyst
2 months ago
Essential Duties and Responsibilities:
- Resolve customer inquiries using diagnostic tools and interpersonal skills.
- Collaborate with technology teams to address and resolve incidents.
- Manage high-impact incidents affecting technology systems and environments.
- Provide top-tier customer support aligned with company policies.
- Answer calls politely and promptly, ensuring all information is accurately logged.
- Ensure emails are logged correctly and timely for efficient assessment and response.
- Adhere to Operational Level Agreement and Service Level Agreement standards.
- Execute the incident management process with excellence.
- Maintain a thorough understanding of the Service Desk knowledge base.
- Aim for the highest possible first-time service resolution rate.
- Encourage adherence to ITIL processes and best practices within the team.
- Stay up-to-date on technology, security policies, and company standards.
- Perform other duties and projects as assigned.
Standard Duties and Responsibilities:
- Uphold ethical conduct and organizational values, fostering trust and responsibility.
- Demonstrate knowledge of EEO policies, respect cultural differences, and promote a diverse work environment.
- Follow company policies and procedures, completing tasks correctly and on time.
- Maintain a safe work environment in compliance with the OSH Act of 1970.
- Knowledge of state and federal regulations relevant to this position.
- Proficient in Microsoft Operating Systems and applications.
- Intermediate skills in Microsoft Office, including Word, Excel, PowerPoint, and Outlook.
- Strong organizational, time management, and communication skills.
- Ability to handle challenging situations with a calm and methodical approach.
- Capable of making impactful decisions and prioritizing work schedules effectively.
- Bachelor's Degree in a technical discipline preferred.
- Minimum of two years of experience in a Service Desk or Help Desk environment.
- ITIL V3 qualification preferred.
- Experience with ServiceNow, Active Directory, SAP, MS Office, Windows, and Mac environments preferred.
- Microsoft Certified Professional or equivalent technical certification is a plus.
- Experience in the Mortgage industry is preferred.
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