Ecu
Service Desk Analyst
Indianapolis, Indiana 46219 - Post Road
Sponsorship not specifiedDetected 2 days ago
iOSExcelCustomer SupportResearchCommunicationProblem SolvingMicrosoft OfficeCompTIA
About the role
- The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement.
- Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level Expectations.
- Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users.
Responsibilities
- The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures.
- Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence.
- Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of IT, as needed.
- Maintain clear, effective communication between end users, Level II support, and management to provide status updates until successful resolution.
- Assist the Service Desk Manager in training Service Desk staff on Service Desk process, supporting support procedures, and ATM/ITM related issue resolution and escalation practices.
- Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), including documentation related to Service Desk operations and ATM/ITM support processes.
- Prepare reports, and provide insights to support operational effectiveness and informed decision-making.
- Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base including technical documentation, troubleshooting resources, and support materials related to ATM/ITM operations.
- Participate in change management activities as directed by the Service Desk Manager to support the successful implementation of operational and technology changes impacting Service Desk and ATM/ITM environments.
- Identify recurring incidents and trends, including ATM/IM service distributions, assist in root cause analysis, document findings, and collaborate on long-term solutions to improve system stability and service reliability.
Nice to have
- 1+ years of experience providing member service on digital product and services preferred
- Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field preferred.
- CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications are preferred.
- Prior experience in a financial institution is preferred.
Skills
- Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.
- Strong problem-solving and analytical skills, particularly in a fast-paced environment.
- Ability to quickly troubleshoot and resolve Tier 1 incidents effectively, managing multiple tasks simultaneously.
- Ability to understand complex digital products and services.
- Proficiency with Microsoft Office suite (e.g., Word, Excel, Outlook) and iOS operating systems.
Company info
- Configure, deploy, and troubleshoot computers and other IT equipment for end-users.
- Ensure that the equipment is set up according to company standards and functions properly before deployment.
- Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment.
This listing is sourced directly from Ecu's careers page and normalized into a canonical job model.