Service Desk Analyst

Job Summary

The Information Technology Services (ITS) area in the Federal Reserve Bank of St. Louis is the central information technology provider for the Eighth District. ITS strives for excellence in providing strategically aligned and cost-effective IT products and services that add value to our Eighth District customers and Federal Reserve System partners. The ITS strategy can be described as "Achieving Operational Excellence through Service Management." ITS currently has a position available for a Service Desk Analyst within the IT Service Desk group. As a Service Desk Analyst, you will provide full customer service support to Federal Reserve Bank employees by managing PC-related hardware and software questions and working with team members to resolve client technical issues.

Job Qualifications and Skills

•Bachelors Degree in computer science or a related field •2+ years of strong customer service experience (does not need to be IT related) •1 year experience in Lotus Notes, Microsoft Windows XP, Active Directory, Microsoft Office products, remote access, networking, and familiarity with hardware support. •Strong analytical and problem solving skills •Excellent written and verbal communication skills • Ability to present in front of groups of people with ease • Preferred candidates will additionally have a combination of: COMPTIA A+, COMPTIA Network +, Help Desk Institute (HDI), Microsoft Certified Professional (MCP), and Information Technology Infrastructure Library (ITIL).

Job Duties• Answer incoming calls and provide quality customer service assistance to resolve the issue in an efficient and effective manner. • Analyze complex hardware and software problems and determine the most appropriate long term and short term solutions. • Research problem/issue/question trends and propose appropriate actions. • Provide training to users throughout the Bank on an individual level as well as large group presentations.