Service Desk Analyst

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 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. When you choose a career with HancockWhitney (Nasdaq: HWC), we pledge a heartfelt promise: You can grow. You have a voice. You are important. You also share in a rich regional heritage and embrace core values—timeless ideals vital to our culture since the 1800s that inspire how we serve clients, communities, and each other: Honor & Integrity, Strength & Stability, Commitment to Service, Teamwork, and Personal Responsibility. A fast-growing organization consistently rated among America’s strongest, safest financial services institutions, our company is based in Gulfport, Mississippi. Our bank and subsidiaries provide contemporary, comprehensive consumer, commercial, and wealth financial products and services at regional headquarters and 200-plus financial centers across a vibrant Southeast corridor including Alabama, Florida, Louisiana, Mississippi, Tennessee, and Texas. Each day, our nearly 4,000 associates carry on a mission to help people achieve their financial goals and dreams. We come to work to create opportunities for the people we serve in the communities we call home. Together, we continue building a company solidly focused on being better, going beyond, and doing more to secure success for the people and businesses depending on us. Let our legacy lead to your future. #J-18808-Ljbffr