Service Desk Analyst

Job Title: Service Desk Analyst

Overview:

Seeking a Service Desk Analyst to handle customer incidents and requests efficiently, log and track issues, and ensure a high-quality support experience.

Responsibilities:

• Address and resolve customer incidents promptly.

• Log incidents in the service desk software.

• Troubleshoot software and hardware issues.

• Provide a single point of contact for customers, ensuring timely resolution.

• Build strong customer relationships and communicate progress effectively.

• Document resolutions and update the knowledge base.

• Respond to service desk calls outside normal hours as needed.

• Maintain confidentiality of customer and employee information.

• Manage end-user security access.

• Assist with IT projects and initiatives.

• Provide support via remote, phone, email, and in-person.

• Complete annual training programs.

Requirements:

• Associate degree in IT or equivalent experience.

• Minimum three years in IT, preferably in a Service Desk role.

• Proficient in Microsoft Office and advanced computer skills.

• CompTIA A+, Network+ certification or equivalent.

• Technical knowledge in application support, Windows servers, Active Directory, and desktop support.

• Experience with MS Office Suite, Windows 7, 8, & 10, and mobile device configurations.

• Bilingual in English and Spanish.

• Strong communication, problem-solving, and customer service skills.

• Ability to work under pressure and independently.

Benefits:

• Competitive salary

• PTO

• Hybrid work model

• Tuition reimbursement

• Paid parental leave

• Medical, Dental, Vision

• 401k

• Life Insurance

• Supplemental Insurances

• Short-Term & Long-Term Disability

About Us:

Join a global financial institution committed to professional and personal development. We value Reliability, Responsibility, Quality, and Innovation, and aim to make a significant impact in our dynamic environment.