Help Desk Analyst

Dollar Bank; Pittsburgh (Allegheny County); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Dollar Bank is seeking a Service Desk Analyst I to provide timely support for incidents, requests, and alerts via the Service Desk. You will log steps, maintain ticketing records, and strive for high first-call resolution while meeting performance metrics.

The role is hybrid, with in-office hours and potential on-call, evenings, and weekends. You will help identify and reduce recurring incidents and contribute to knowledge base improvements across Dollar Bank's IT services.

Qualifications

• Associate degree in an IT related field or 2 years of IT incident experience.
• Strong analytical and problem-solving skills.
• Ability to work independently and with others to meet team goals.
• Ability to log and triage all calls/incidents efficiently.
• Familiarity with Windows and Windows applications and PC software/OS.
• Strong commitment to customer service.
• Good organizational skills and multitasking ability.
• Effective written and oral communication with all levels of staff.

Responsibilities

• Provide support to Dollar Bank branches and back offices for telephones, desktops, virtualized desktops, laptops, ATMs, video conferencing, and connectivity issues ( WAN/LAN ).
• Maintain high-quality documentation of problems and resolutions in the ticketing system.
• Update knowledge base to ensure current information is available.
• Receive calls and resolve at first level or triage to second level support.
• Assign, prioritize, and resolve incidents and requests efficiently.
• Participate in user acceptance testing, PC builds, and test plans.
• Generate periodic reports from workflow tools and work in a team environment.
• Adhere to Dollar Bank risk management and regulatory compliance requirements.

Skills

Analytical skills

Problem-solving

Multi-tasking

Customer service

Independent & team work

Logging and triaging incidents

Education

Associate degree in IT related field

Two years IT incident experience

Tools

Ticketing system

Job description

The Service Desk Analyst I provides timely and accurate response to all incoming incidents, requests, and alerts to the Service Desk. Analysts will record information relayed from the customer and the troubleshooting steps performed along with their corresponding results accurately in the ticketing system. The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner. They will also maintain a high first-call resolution rate while exceeding performance metrics and manage a personal queue of open tickets while continually following up to ensure timely incident resolution and customer satisfaction. The Analysts will proactively identify and take steps to resolve or eliminate recurring incident types, participate in process improvement and knowledge documentation activities, and increase operating effectiveness. This is a hybrid position requiring in office hours. The service desk availability is available 24/7. This position may require on-call availability and evening and weekend hours.

Qualifications

• Associate degree in an IT related field required, or possess 2 years of experience in communicating, monitoring and documenting IS incident activities.
• Good analytical and problem-solving skills.
• Ability to work effectively both independently with others to achieve team goals.
• Ability to log and triage all calls/incidents.
• Familiarity with Windows and Window Applications and other PC related software and operating systems.
• A strong commitment to customer service.
• Good organizational skills and the ability to multi-task.
• Ability to deal effectively with all levels of employees in written as well as oral communications.

Principal Activities and Duties

• Provide support to all Dollar Bank branches and departmental back offices related to but not limited to telephones, desktop devices, virtualized desktops, laptops, ATMs, Video Conferencing, connectivity issues pertaining to the internet, WAN and LAN.
• Maintain high quality documentation of problems and resolutions in the Ticketing System.
• Responsible for updating the knowledge base to ensure accurate and current information is on file.
• Receive calls from our users/branches/back offices and resolving at the first level of support or triaging issues to our second level support teams.
• The Service Desk Analyst assigns, prioritizes, and resolves incidents and requests in an efficient and concise manner.
• Project and maintenance activities including but not limited to User Acceptance Testing, PC Builds and the execution of functional test plans.
• Workflow tools administration and the generation of periodic reports.
• Work in a supportive, team-oriented environment.
• All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by Dollar Bank’s risk management program. Compliance with regulatory laws and company procedures is a required component of all position descriptions.