Service Desk Analyst

Overview

Position Summary

Act as first level support to accept, resolve, assign as necessary, and track all business application requests generated by internal and external customers.

Responsibilities

Duties and Responsibilities:

  1. Provide internal and external customer support for all standard and critical business applications related to IT Infrastructure in accordance with Service Level Agreements. Research, resolve, and respond to highly complex questions in accordance with current standards.
  2. Coordinate customer requests and support issues to ensure timely resolution resulting in customer satisfaction and productivity. Complete and read downtime tickets for the Operational Downtime Report.
  3. Expand knowledge of business areas, product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to customers while understanding the overall impact to the business.
  4. Generate periodic reports for the Technical Services Manager in accordance with scheduled daily, weekly, and monthly timelines. Proactively identify solutions to inefficiency issues and cost reduction opportunities.
  5. Lead or participate in team projects that enhance the quality or efficiency of support.
  6. Manage access security for most Bancorp applications for internal and external customers.
  7. Perform other related duties as assigned.

Qualifications

Education/Experience:

Other Qualifications:

 

“The Bancorp is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability." 

The Bancorp is an Equal Opportunity Employer

Apply Online