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Service Desk Analyst I

1 month ago

Russellville, Arkansas, United States CB&S Bank Full time
Job Summary:

The Service Desk Analyst I is responsible for providing technical support to end-users, troubleshooting and resolving IT service issues, and escalating complex problems to Level 3 architects. This role requires excellent communication and problem-solving skills, as well as the ability to work effectively in a diverse work group.

Key Responsibilities:

Troubleshoot and resolve Level 2 incidents and service requests escalated from First Call through ServiceDesk Plus and other communication channels.
Accurately record and document all details of the incident or service request, including categorization and priority into the IT service desk tool.
Provide "how to" assistance on all internally supported devices, applications, and systems.
Escalate unresolved issues to Level 3 architects in accordance with service-level agreements and follow up on incidents when appropriate.
Leverage internal and external resources, such as knowledge bases, manuals, and vendor support sites, to answer questions and resolve issues.
Respond to end-user inquiries regarding the status of incident/service request tickets and perform follow-up responses.
Contribute to the creation, facilitation, and maintenance of FAQ documents, knowledge articles, and user guides.
Adhere to the Six Sigma/5S methodologies and practices the procedures set in place for Inventory Management.
Build relationships with Level 3 architects to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
Be an advocate for the end-user to ensure they receive high-quality and timely service and support from the entire IT organization.
Ensure that all procedures and methodologies of a service are documented and adhered to.
Incorporate effective change and risk management controls.

Additional Responsibilities:

Adhere to Change Management, Incident Management, and other processes and frameworks of ITIL.
Create and maintain client relationships with bank service users.
Stay up-to-date with new procedures and technology implemented by the technology department.
Demonstrate the ability to work with all personnel responsible for or using computer systems, as well as third-party vendors.
Ensure that all software is legal and report any instances of abuse to management.
Provide customer support to all departments in the bank relating to technology issues as assigned or as related to the service catalog.

Requirements:

Excellent written and verbal communication skills.
Ability to analyze and solve problems.
Valid driver's license and proof of insurance.
Ability and willingness to travel to various locations and prospective facilities.
Ability to work effectively in a diverse work group.
Ability to sit for extended periods of time.
Demonstrated ability to effectively interact with employees, vendors, and management.
Ability to prioritize and organize.

Standards of Performance:

We will be honest in all that we do.
We will conduct ourselves in a professional, dignified manner.
We will always treat our customers with respect.
We will be courteous and respectful of all customers and employees.
We will maintain a cheerful, positive attitude about our bank, industry, peers, customers, and supervisory personnel.
We will attempt to return all phone calls the same day as they are received.
We will conduct an informal performance appraisal of all personnel reporting directly to you quarterly and a detailed performance review annually.
We will keep confidential information confidential.