IT Service Desk Analyst

Job Description and Requirements

The Tier I Service Desk Analyst is to provide internal/external support for employees, contractors, and external customers. Must possess a mix of technical and customer service skills, and have strong interpersonal skills while working with customers to successfully resolve their issues. Service Desk analyst will be responsible for providing technical assistance and support, related to computer systems, hardware, and software while maintaining completely documented work notes.

Essential Functions and Responsibilities:

• The prime responsibility of a Service Desk analyst is to analyze and resolve the problems faced by the clients both internal and external.

• Maintains a log of all the calls received and makes sure problems are being addressed and solved effectively.

• Investigates the root cause of the incidents/problems and tests the solutions that are being provided in order to minimize additional contacts to the Service Desk.

• Utilize call tracking system to log, track, research and close tickets from end users.

• Serve as first line support for all initial calls from RBFCU end users; to provide 1st call resolution. Escalate unresolved problems to appropriate higher level of support.

• Perform diagnostics and research that may require application installations, updates or removal.

• Identify, Research, and Resolve technical issues via phone, chat, email, remote tools.

• Ability to work under pressure and recognize the importance of teamwork in the support environment.

• Provide management reports, graphs and other documentation related to ticket metrics.

• Communicate effectively, both verbally and in writing; and to establish/maintain effective working relationships with co-workers, Randolph Brooks Federal Credit Union employees and the general public.

• Plan, coordinate and prioritize work with excellent organizational skills, able to work independently and manage multiple tasks simultaneously.

• Responsible to build and maintain proper process documentation.

• Exceptional customer service skills in all aspects.

• All other duties as assigned (note: essential functions and responsibilities may change or new ones may be assigned at any time with or without notice).

Requirements:

• High School diploma or GED

• Minimum One year of job-related work experience

• Proficiency in computers is a must

• Ability to demonstrate complete professionalism while handling the inquiries or complaints of the clients

• Respond in a positive way and should be able to handle difficult situations and clients, which may sometimes be erratic

• Strong interpersonal skills and the ability to work under pressure without affecting the quality of work that has been delivered

• Self motivated, self starter, and should be patient with good listening skills

• Customer focused, dynamic, should be able to respect the clients views, and have excellent analytical skills combined with a logical mindset, especially while dealing with complex issues

• Team player and should be able to function independently with minimal supervision

Preferred:

• Some College/Associate's Degree preferably in Information Technology

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.