IT Service Desk Analyst

Position Overview:

Provides first and second level technical support to employees of the bank. Opens, directs and/or resolves Help Desk tickets from users. Provides desktop hardware support including builds, imaging troubleshooting and patching.

Primary Responsibilities:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal customers:

• In conjunction with the manager, provides direction and leadership to ensure SLA’s are met and Policies & Processes are adhered to.
• Coordinating the delivery of workstation software patches.
• Managing the Help Desk functions for response time, productivity and accuracy.
• Monitoring IT Help Desk service requests to provide notification of recurring problems and determine additional training needs.
• Assisting in ordering, installing and upgrading software and hardware.
• Participating in analyzing new IT equipment, enhancements or upgrades to identify new features or functionality and testing prior to deployment.
• Working with vendors to install, correct and maintain database interfaces and ensure proper security permissions have been applied.
• Serving as a point of contact for all service calls to provide maintenance or warranty repairs for all bank hardware and software.
• Reporting necessary information about the status of patch management, software and hardware inventory.
• Developing project plans for hardware and software upgrades or new deployments.

Other Responsibilities:

• Assisting in proactively monitoring server audit and event logs.
• Assisting in the support of WAN/LAN related hardware and software.
• Assisting in resolving data and telecommunication related issues.
• Participating in researching new technological advancements and productivity enhancement tools.
• Assisting in the performance of basic IT security functions as required including the implementation of new user profiles, group policies and access to data or applications on the network.
• Protecting the confidentiality of all financial data relating to bank operations and its customers.
• Keeping current with industry advances in user software and hardware requirements related to the intranet or those applications where the employee has been designated as the application owner.