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Help Desk Analyst

Expired Job

Exchange Bank Santa Rosa , CA 95402

Posted 3 months ago


Provide first line support to employees by responding to incoming calls and e-mails.


Help Desk Analyst I:

Help Desk Support: 90%

  • Document all calls and e-mails into call tracking system.

  • Analyze callers issue to determine response and whether to escalate calls within stated guidelines; track the issue until resolved.

  • Provide information, advice or instruction in response to inquiries from callers. Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.

  • Resolve first-level issues and compose new problem resolutions.

  • Read and interpret documents for callers such as safety rules, operating and maintenance instructions, and procedure manuals.

  • Effectively present information and respond to questions from managers and end users.

  • Compose email communications for Bank distribution to inform employees of various issues.

  • Perform system administration for various software applications including email, operation systems, etc.

  • Teach end users how to resolve problems verbally and via remote control.

  • Translate technical language through written and oral communications into information understandable by the end user.

  • Prioritize various requests from callers and 2nd and 3rd level support.

  • Appraise the possible impact on customer service and bank reputation and notify appropriate management when service is interrupted.

  • Probe caller for in depth analysis of contributing factors and/or events that caused end result and document data gathered.

Help Desk Analyst II:

Performs all duties listed above with the addition of the following:

Help Desk Support: 90%

  • Identify and propose alternate solutions to caller when their issue cannot be quickly resolved.

  • Test various software applications to develop a working knowledge and determine needed end user support.

  • Evaluate Bank projects and their impact on the Bank and the Help Desk and plan a proactive response.

  • Update and utilize the resource material branches require.

  • Refer to established emergency plans in serious situations.

  • Train others and test new and upgraded use of all vital software.

  • Compose and publish short instructional documents to assist callers.

  • Anticipate and re-evaluate escalating issues.

  • Provide consistent information by building and using the knowledge base.

Non-Essential Functions: 10%

  • Perform special projects and research as requested.

  • Perform other duties as assigned.




Core Job Specific Competencies:

Help Desk Analyst I:

  • Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.

  • Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.

  • Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.

  • Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.

  • Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.

  • Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.

  • Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.

  • Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.

Help Desk Analyst II:

  • Analytical Thinking: Divides an object or issue into its component parts in order to understand how they interrelate; recognizes cause and effect relationships; considers several explanations/plans and makes logical conclusions.

  • Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.

  • Training: Shares job related knowledge and skills through specialized instruction and practice; assists learner in becoming proficient in new task or process; provides activities that lead to skilled behavior.

Knowledge, Skills and Abilities:

Help Desk Analyst I:

  • Skills operating a personal computer with word processing, spreadsheet, and presentation software.

  • Strong communication skills both written and verbal.

  • Ability to remain calm in stressful situations.

  • Knowledge of general banking principles and practices.

Help Desk Analyst II:

  • Thorough knowledge of general banking principles and practices.

  • Knowledge of Bank software applications and functionality.

  • Knowledge of Bank computer hardware.

  • Knowledge of Bank network including LAN, phone lines, VPN access, connections and services.

Licenses and Certifications:

  • Must maintain a valid California driver license.

Physical Requirements:

  • Ability to stand, bend, stoop, sit, walk, reach, twist and turn.

  • Ability to lift up to 25 pounds occasionally.

  • Ability to use a computer keyboard and calculator.

  • Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:

Help Desk Analyst I:

A combination of education and experience equivalent to high school diploma, and knowledge typically gained through a minimum of two years related experience and/or training.

Help Desk Analyst II:

A combination of education and experience equivalent to high school diploma, and knowledge typically gained through a minimum of four years related experience and/or training.


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Help Desk Analyst

Expired Job

Exchange Bank