Service Desk Analyst/Specialist

Citadel Exton , PA 19341

Posted 5 months ago

Citadel is a full-service financial institution with products ranging from insurance and investments to money market and checking accounts. Our mission is to identify and meet our customers' needs through a full range of financial and insurance services, while maintaining financial safety and soundness. Our passion goes beyond merely meeting their banking needs. With every interaction we want to exceed their expectations, creating highly satisfied customers. At the heart of this is Citadel Class Service, our pledge to keep the customer's needs at the forefront each and every day.

Primary responsibility of the Service Desk Analyst is to provide first level telephone support and problem resolution for all Citadel Credit Union users of computer applications, hardware, peripherals and networks. This position ensures that all system processing related to the daily operations of the Credit Union's products, services, infrastructure and critical applications are completed in an accurate, efficient, controlled and timely manner to insure 24x7 access to service delivery channels and information.

Essential Duties & Responsibilities:

~ Service Desk Support:

  • Answer incoming technical support phone calls; manage service desk ticket queue.

  • Provide technical assistance / support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.

  • Apply problem-solving skills to resolve phone, email and "walk-in" Service Desk cases; analyze and troubleshoot problems and applies understanding of software and hardware products and services to resolve reported issues.

  • Determine severity, impact, and nature of reported issues.

  • Perform analytical analysis to troubleshoot reported issues.

  • Log all calls and activities accurately into the Service Desk application, including updates and status changes; abide by Incident Management outlined framework.

  • Follow up with internal and external resources in order to resolve open cases.

  • Document steps taken for troubleshooting and problem resolution to assist others with understanding what steps have already been taken.

  • Create documentation for future reference as it relates to resolving the call at point of contact.

  • Deliver high levels of customer service. Ensure Service Level Agreements are being met

  • Stay current on all new product releases so that client questions can be addressed appropriately.

  • Identify trends and communicate them to management so that the core problems can be resolved quickly.

  • Escalate issue to the next level when appropriate.

  • Comply with Information Systems Security Policy.

~ Support the daily operations of Citadel Federal Credit Union;

  • Work unsupervised to monitor and complete all batch processing, transaction processing and file; transfer activities as outlined on the procedural checklists.

  • Complete scheduled shift activities accurately and within times prescribed.

  • Work on call weekends and holidays to insure system accessibility.

  • Maintain processing checklists.

~ LAN/WAN Administration:

  • Complete daily, weekly, monthly and quarterly administrative checklists.

  • Maintain current and updated processing procedures schedules.

  • Install, configure and maintain software utilized on the network.

  • Install, configure and maintain desktop devices on the network.

  • Support desktop devices and servers attached to the wide area network.

  • Support the software systems utilized by Citadel Federal Credit Union.

~ Support and maintain Episys system software and hardware:

  • Have a thorough knowledge of job scheduling applications.

  • Have a thorough working knowledge of the Symitar Episys software.

  • Have a thorough understanding of Synergy cold storage and Synapsys CRM applications

  • Assist with system testing to support monthly and annual processes and system updates.

  • Perform periodic System Re orgs to optimize the overall efficiency of the system.

  • Test and deploy new workstations and printer devices utilized by the transactional systems.


~ Must be willing to be on call after hours.

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Service Desk Analyst/Specialist