Sr IT Service Desk Analyst

Responsibilities

 

Job Summary

The Senior Service Desk Analyst is a primary communication point of contact for the department. An ideal candidate will show a diversity of technical support abilities, ranging from basic PC troubleshooting and analytical skills to advanced Networking problem solving skills. This candidate must demonstrate prior experience working in mixed Windows 2000/XP/Vista, Mainframe and UNIX environments, as well as multi-tier support environments. Excellent interpersonal and customer service skills, superior telephone etiquette, and being able to communicate technical concepts to individuals of all competency levels with tact, patience and courtesy are required for this position. Additionally, this candidate should demonstrate full Tier I competency of learned and hands-on abilities to utilize and troubleshoot all network management systems, online utilities, error logs, as well as vendor supplied technical reference materials. All troubleshooting techniques must be employed in a concise and time-efficient manner. In addition, this candidate will be involved in multiple Service Desk specific projects, requiring participation in various enterprise application test pilot groups, creating knowledge base articles, such as escalation procedures and application turnovers for the ITG Service Desk.

 

Major Responsibilities

The Senior Service Desk Analyst Specialist is primarily responsible for the support of day-to-day operations of ITG Service Desk, which includes providing customer service, first and second level telephone support and call routing, as appropriate. Pertaining to call routing, the Senior Service Desk Analyst will route requests to appropriate second level, third level, and other IT application and system support groups, as necessary.  The analyst will also be responsible for providing timely application and system support, as well as assessing and resolving Tier I challenges through dialogue with users, which includes validation of established Bank standards. The Senior Service Desk Analyst will apply specialty knowledge of Bank's products and services, as well implement creativity to resolve issues, prior to escalation to the next level.

 

The Senior Service Desk Analyst is also responsible for providing clear and concise technical problem descriptions within the trouble ticket management system.

 

Other tasks include reporting, documentation, user training, and web site updates.

 

Job Specification

Minimum 40 calls a day

85% first call resolution rate

Subject matter expert for Jr. Staff

Documentation of departmental fixes and procedures

Direct contributor to Right Answers (Self-Help Web Portal) documentation

 

 

Requirements

 

Requires seasoned working knowledge and understanding of desktop PCs, LAN/WAN, mainframe environment/equipment and can support and operate equipment with minimal guidance. Must possess strong communication and interpersonal skills, good judgment and demonstrate the ability to work effectively with clients, vendors and other technical staff.

 

Requires 3+ years experience inclusive of the following:

·  Microsoft Office Suite

·  Microsoft Outlook/Exchange 2003 (or higher)

·  Microsoft Windows 2000/XP/ Vista

·  Remote Control Tools (i.e., Systems Management Console, Remote Desktop, etc.)

·  PC/LAN hardware (i.e. desktops, laptops, servers, printers, NICS, print servers and hubs)

·  Blackberry/PDA support