Service Desk Analyst

The Service Desk Analyst delivers Level 1 IT support for incidents and service requests, supporting a consistent, positive technology experience for associates. This role manages request documentation, tracking, updates, and reporting through the organization’s workflow management system.

Role Overview

As the first point of contact for IT needs, the Service Desk Analyst answers and evaluates incoming assistance requests, prioritizes them appropriately, and guides users through diagnostic steps to identify the point of failure. Requests and call activity are logged and tracked in an IT Service Management system, with relevant information maintained in the knowledge base for historical reference.

Responsibilities

• Answer, evaluate, and prioritize incoming IT assistance requests by phone, chat, self-service portal, e-mail, and in-person.
• Support associates with issues related to PC hardware, software, networks, and other relevant technologies, tracking work as incidents and service requests.
• Interview the caller to collect necessary details about the problem and guide the associate through diagnostic procedures to determine the point of failure.
• Perform problem recognition, research, isolation, resolution, and follow-up for routine Level 1 user problems, and refer more complex issues to supervisor or appropriate technical staff (Level 2/3).
• Log and track calls using the IT Service Management system.
• Maintain historical records and related problem documentation in the knowledge base.
• Act as a single point of contact for users throughout the incident life cycle.
• Communicate incident trends to the Supervisor, Service Desk members, and other technology teams.
• Comply with all applicable federal, state, and local banking and industry-related laws and regulations, including the Bank Secrecy Act.

Required Qualifications

• One-year certificate from a college or technical school.
• 3+ months related experience and/or training, or an equivalent combination of education and experience.
• Knowledge of ITIL and ITSM is preferable.
• Proficiency with Microsoft Office products.
• Excellent communication, analytical, customer service, and organizational skills.
• Ability to travel if required to perform essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to operate related equipment needed for essential job functions.
• Ability to read and interpret a document if required for essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required. If unable to lift/move/carry this weight and an accommodation can be made without causing an “undue hardship,” the employee must be accommodated; otherwise, the physical requirement may be omitted.

Tools and Technologies

• ITIL
• ITSM
• Microsoft Office
• IT Service Management
• Knowledge base
• Workflow management system

Location

Gulfport, MS (Onsite)

Supervisory Responsibilities

None