Service Desk Analyst
Sharonview Federal Credit Union is a member-first credit union focused on providing financial tools to help members succeed. They are seeking a Service Desk Analyst to provide tech support, resolve issues, and assist coworkers in using new tools effectively.
Responsibilities
- Provide first-contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
- Build rapport and elicit problem details from service desk customers
- Prioritize incidents and service requests according to defined processes to meet defined SLAs
- Escalate incidents with accurate documentation to the suitable technicians when required
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
- Deploy pre-packaged software using distribution tools and processes as end users’ request
Skills
- Knowledge of basic computer hardware, including PC, Apple, and Virtualization
- Experience with desktop and server operating systems, including MS Windows, Apple iOS, Apple MacOS, Vmware Horizon
- Business Application support experience including but not limited to MS Office365
- Working knowledge of a range of diagnostic utilities
- Bachelor's degree in business administration, IT, or a related field
- A+ Certification
Benefits
- Flexible hybrid schedule
- Opportunities to grow
- Great perks
Company Overview