Service Desk Analyst

Hancock Whitney; New Orleans (LA); On-site; USD 35,000 - 55,000; Full time

Job summary

Hancock Whitney in New Orleans is seeking a Service Desk Analyst to deliver Level 1 IT support for associates, documenting and tracking incidents and service requests to ensure a positive IT client experience. You will serve as the single point of contact through the incident lifecycle and communicate trends to IT teams.

The role demands strong communication and problem-solving skills, ITIL/ITSM awareness, and proficiency with Microsoft Office.

Qualifications

• One-year certificate from 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.

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

MS Office

Communication

Analytical

Customer service

Organizational skills

Education

One-year certificate from a college or technical school

Tools

ITIL

ITSM

Job description

JOB FUNCTION / SUMMARY

The Service Desk Analyst provides associates with effective IT support (Level 1) for incidents and service requests. This position is responsible for a positive IT client experience for associates. Requests are documented, tracked, updated, and reported through the workflow management system.

ESSENTIAL DUTIES & 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.

SUPERVISORY RESPONSIBILITIES

None

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE

• 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

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to operate related equipment to perform the essential job functions.
• Ability to read and interpret a document if required to perform the essential job functions.
• Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.