Service Desk Analyst (Remote)

SWBC; Town of Texas (WI); Remote; USD 60,000 - 80,000; Full time

Job summary

A financial services company located in the Town of Texas is seeking a talented individual for IT service desk support. The role involves troubleshooting technical issues, providing documentation, and ensuring excellent customer service. Ideal candidates will have at least two years of relevant experience, strong communication skills, and proficiency in MS Office applications. This position offers a competitive compensation package and a variety of employee benefits.

Benefits

Competitive overall compensation package

Work/Life balance

Career enhancement and growth opportunities

Variety of healthcare coverage options

Traditional and Roth 401(k) retirement plans

Qualifications

• Minimum of two years in IT service desk support, call center support, or related experience.
• Ability to learn new technology quickly and retain/apply it as required for troubleshooting.
• Certifications in ITIL or HDI preferred.

Responsibilities

• Analyzes, troubleshoots, and resolves technical issues via portal tickets, phone, and chat.
• Maintains high level of customer service while responding to queries.
• Documents incidents with an expectation for first call resolution.

Skills

Customer service skills

Analytical skills

Troubleshooting skills

Communication skills

Organizational skills

Education

High School Diploma or equivalency

Tools

MS Office 2013

Active Directory

Job description

Job Description

SWBC is seeking a talented individual to provide internal and external support to SWBC employees, contractors, and customers for problem resolution and technical assistance with issues related to computer systems, hardware, and software; effectively respond to calls and inquiries within our ticketing system; performs first-level diagnosis and troubleshooting; documents incidents with high expectations for first call resolution; and provides detailed documentation for escalation.

Responsibilities

• Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware and software, via portal tickets, phone, and online chat.
• Takes ownership of issues and performs follow-up on outstanding incidents and requests in order to ensure timely problem resolution in accordance with the SLA timeframes.
• Provides thorough and detailed documentation for all incidents and requests for all forms of communications including calls, chats, and portal tickets.
• Attends all Service Desk meetings and contributes as a team member in an effort to meet KPIs.
• Maintains high level of customer service while responding to queries and provides troubleshooting support to all SWBC employees and customers.
• Performs all other duties as assigned.

Qualifications

• High School Diploma or equivalency.
• Minimum of two (2) years in IT service desk support, call center support, incident management, or related experience.
• Certifications in ITIL or HDI preferred.
• Working knowledge of IT technical terminology and Active Directory.
• Strong customer service skills.
• Strong analytical, troubleshooting, and reasoning skills.
• Strong organizational skills to perform multiple work assignments.
• Excellent and effective communication skills, both verbal and written.
• Proficient computer and accurate keyboard skills in utilizing MS Office 2013 applications such as MS Word and Excel, including MS Windows, MAC Environments, and other popular software.
• Working knowledge of general office equipment such as phone system, copier, scanner, and the like.
• Ability to learn new technology quickly and retain/apply it as required for troubleshooting.
• Ability to exercise good judgment in all conversations.
• Ability to maintain high quality standards, work efficiently during critical situations, and learn and adapt to new and changing environments.
• Able to sit for long periods of time providing support, troubleshooting, updating, and executing other related activities.
• Able to lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC Offers

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Emerging Professionals and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

Additional Information

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. SWBC does not hire tobacco users as allowed by law. To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.

Keywords: Texas jobs