Service Desk Analyst

Everwise Credit Union; Indianapolis (IN); On-site; USD 42,000 - 62,000; Full time

Job summary

Everwise Credit Union is seeking a Service Desk Analyst to provide Tier 1 IT support, manage requests, document actions, and escalate to Tier 2 when needed. The role includes deploying devices, patch management, and helping improve service quality across ATM/ITM operations.

You will collaborate with IT teams, communicate status to users, and contribute to SOPs and knowledge resources. Relevant certifications and finance experience are a plus.

Qualifications

• 1+ years of Service Desk or IT support experience.
• Experience with digital product and services preferred.
• Associate degree or related field preferred.

Responsibilities

• Respond to Service Desk requests via phone, email, service portal, and in person per SLAs.
• Document requests, actions, and resolutions in the Service Desk system.
• Resolve Tier 1 incidents and escalate to Tier 2 as needed.
• Configure, deploy, and troubleshoot end-user devices per standards.
• Coordinate hand-offs for Tier 2+ support and ensure timely follow-up.
• Maintain clear communication with users and management on status.
• Coordinate with IT to resolve issues affecting multiple users.
• Assist monthly patch management and report non-updated devices.
• Support training and SOP development for Service Desk staff.
• Monitor metrics, generate reports, and improve operations.
• Develop and maintain the Knowledge Base for ATM/ITM ops.
• Engage in Change and Problem Management activities.
• Provide ATM/ITM break/fix support and coordinate with vendors.
• Take on additional duties as Everett guidance requires.

Skills

Customer service

Communication

Problem solving

Tier 1 support

Digital products

MS Office & iOS

Education

Associate degree

Certifications (A+/ITIL)

Finance experience preferred

Job description

Job Description:

Position Summary

The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring the efficient and appropriate escalation of complex issues while adhering to departmental standard operating procedures. The incumbent will generate reports, conduct research, and provide recommendations for continuous improvement. Additionally, the Analyst plays an active role in the change and problem management process to drive operational excellence.

Primary Responsibilities and Duties

• Service Desk Request Management: Respond to incoming Service Desk requests through multiple channels-including phone, email, messages, ServiceNow, and in-person interactions-adhering to Service Level Expectations.
• Ticket Documentation: Accurately document all requests and issues, research, and resolution activities within the Service Desk system to ensure up-to-date records and information.
• Issue Resolution: Resolve Tier 1 incidents and problems in alignment with Service Level Expectations, delivering effective solutions to end users.
• Configuration and Deployment: Configure, deploy, and troubleshoot computers and other IT equipment for end-users. Ensure that the equipment is set up according to company standards and functions properly before deployment.
• Escalation Process: Coordinate seamless hand-offs for Tier 2+ support by escalating issues to the appropriate departments, including specialized IT teams or other functional areas outside of IT, as needed. Ensure efficient follow-through in alignment with Service Desk protocols for prompt resolution.
• Communication: Maintain clear, effective communication between end users, Level II support, and management to provide status updates until successful resolution.
• Problem Coordination: Act as a liaison between IT resources and impacted users, facilitating communication for issues that affect multiple stakeholders.
• Patch Management: Play a critical role in the monthly patch management process by contacting end-users to install updates, directly install updates when needed, and troubleshooting any issues that arise. Track and report on devices that have not been updated, identifying missing patches to ensure a secure and up-to-date environment.

• Training Assistance: Assist the Service Desk Manager in training Service Desk staff on Service Desk process, supporting support procedures, and ATM/ITM related issue resolution and escalation practices.
• SOP Development: Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs), including documentation related to Service Desk operations and ATM/ITM support processes.
• Metrics and Reporting: Monitor Service Desk performance metrics, ATM/ITM operational trends, and service levels. Prepare reports, and provide insights to support operational effectiveness and informed decision-making.
• Knowledge Base Management: Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base including technical documentation, troubleshooting resources, and support materials related to ATM/ITM operations.
• Change Management: Participate in change management activities as directed by the Service Desk Manager to support the successful implementation of operational and technology changes impacting Service Desk and ATM/ITM environments.
• Problem Management: Identify recurring incidents and trends, including ATM/IM service distributions, assist in root cause analysis, document findings, and collaborate on long-term solutions to improve system stability and service reliability.
• ATM/ITM Break/Fix Support Services: Serve as a subject matter expert for ATM operations by monitoring system performance, troubleshooting and escalating hardware, software, and network issues, coordinating with vendors and internal partners, and supporting break/fix activities to minimize downtime and ensure a positive member experience.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills

• Excellent phone etiquette and customer service skills with a professional, courteous approach to support.
• Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical users.
• Strong problem-solving and analytical skills, particularly in a fast-paced environment.
• Ability to quickly troubleshoot and resolve Tier 1 incidents effectively, managing multiple tasks simultaneously.
• Ability to understand complex digital products and services.
• Proficiency with Microsoft Office suite (e.g., Word, Excel, Outlook) and iOS operating systems.

Minimum Requirements

• High School Diploma or GED
• 1+ years of Service Desk, IT support or similar customer support role experience.
• 1+ years of experience providing member service on digital product and services preferred
• Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field preferred.
• CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications are preferred.
• Prior experience in a financial institution is preferred.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.