IT Service Desk Specialist (Level 1 Support)

Hancock Whitney; Gulfport (MS); On-site; USD 45,000 - 65,000; Full time

Job summary

Hancock Whitney is seeking a Service Desk Analyst to provide Level 1 IT support for associates, handling incidents and service requests with professionalism. You will document, track, and report through our workflow management system, ensuring a positive IT client experience.

You will work across PC hardware/software/network issues, escalate complex problems, and maintain knowledge base records while upholding banking regulations and security requirements.

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.

Skills

ITIL

ITSM

Microsoft Office

Customer service

Communication

Education

One-year certificate from a college or technical school

Job description

Hancock Whitney is seeking a Service Desk Analyst to provide Level 1 IT support for associates, handling incidents and service requests with professionalism. You will document, track, and report through our workflow management system, ensuring a positive IT client experience.

You will work across PC hardware/software/network issues, escalate complex problems, and maintain knowledge base records while upholding banking regulations and security requirements.