IT Service Desk Analyst — Level 1 Support

Hancock Whitney Corp.; Gulfport (MS); On-site; USD 42,000 - 60,000; Full time

Job summary

Hancock Whitney Corp. is seeking a Service Desk Analyst in Gulfport, MS to provide Level 1 IT support for associates. You will document, track, and report incidents through the service management workflow and serve as the IT point of contact throughout the incident lifecycle.

The role requires a 1-year certificate and at least a few months of related experience, with strong communication and organizational skills. Banking regulations familiarity is a plus, and travel may be required.

Qualifications

• One-year certificate from a college or technical school.
• 3+ months related experience and/or training; or equivalent combination of education and experience.
• Knowledge of ITIL and ITSM is preferable.
• Proficiency with Microsoft Office products required.
• Excellent communication, analytical, customer service, and organizational skills.

Responsibilities

• Answers, evaluates, and prioritizes incoming requests for IT assistance by phone, chat, self-service portal, e-mail, and in-person.
• Provides support for associates experiencing problems related to PC hardware, software, networks and other technologies while tracking tasks as incidents and service requests.
• Interviews caller to collect information about problem and leads the associate through diagnostic procedures to determine point of failure.
• Handles problem recognition, research, isolation, resolution, and follow-up for routine (Level 1) user problems, referring more complex problems (Level 2/3) to supervisor or appropriate technical staff.
• Logs and tracks calls using IT Service Management system.
• Maintains historical records and related problem documentation in the knowledge base.
• Serves as the voice of IT by providing users with a single point of contact for the entire incident life cycle.
• Communicates incident trends to Supervisor, Service Desk members and other technology teams.
• Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.

Skills

ITIL knowledge

ITSM

Microsoft Office

Communication

Analytical thinking

Customer service

Organizational skills

Education

One-year certificate in IT support

Tools

ITSM system

Job description

Hancock Whitney Corp. is seeking a Service Desk Analyst in Gulfport, MS to provide Level 1 IT support for associates. You will document, track, and report incidents through the service management workflow and serve as the IT point of contact throughout the incident lifecycle.

The role requires a 1-year certificate and at least a few months of related experience, with strong communication and organizational skills. Banking regulations familiarity is a plus, and travel may be required.