GENERAL FUNCTION:

The role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving user requests and incidents. Problem resolution may involve the use of diagnostic and help-desk request tracking tools, as well as remotely or in person, administration, configuration, or troubleshooting.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Field incoming requests to the service desk to ensure courteous, timely and effective resolution of user issues.
• Identify, diagnose, and resolve problems for users of PC software, hardware, network, voice, and internet.
• Document all pertinent user identification information and nature of problem or issue.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriate experienced technician.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Monitor and verify routine network operations.
• Assist in technology implementations and upgrades.
• Be available for after-hours work (evening and weekends) as required.
• Provide after hour support for end user(s) on an “on-call” basis.
• Other tasks/duties as assigned by management.

EXPECTATIONS:

The focus of this position is to enable bank employees to access technology in an efficient, secure manner and so provide service to the bank’s customers. The analyst will do so by handling help desk tickets, ensuring they are entered into the system, responding to 1st level tickets and assigning 2nd and 3rd level tickets to more technical resources. The analyst will also be responsible for the bank’s Intranet and auto-dialer products, as well as general documentation.

• Knowledge of basic networking including understanding of TCP/IP, DHCP, DNS etc.
• Good strong written and oral communication skills.
• Good interpersonal skills, with a focus on listening, and questioning skills.
• Highly self-motivated and directed.
• Actively learns, demonstrates, and fosters the service culture in all actions and words.
• Ability to effectively multitask, prioritize and execute tasks in a high-pressure environment.

• Associate's degree in Computer Science or equivalent experience.
• Minimum 1+ year experience in a personal computer network environment with knowledge of Windows OS, Servers, MS Office tools, Active Directory, and system management tools.
• Certification a plus.