IT Service Desk Analyst III

IT Service Desk Analyst III

The IT Service Desk Analyst III is responsible for responding to IT Service Desk incidents and requests received via phone or email and provides efficient service in support of PC's, software, printers and related peripheral devices and escalation of security issues. Essential duties and responsibilities include the following. Other duties and special projects may be assigned.

• Ensures end user satisfaction by responding to calls, self-service tickets, emails, and chats to the Service Desk. Logs all end users questions and problems and tracks the same through to resolution within our ITSM tools (ServiceNow).
• Ensures timely escalation of end user problems by documenting the impact to the end user and by assigning an appropriate severity and target resolution time
• Analyzes historical data to identify opportunities to document process flows and shift left. Partners with L2 support groups to implement shift left initiatives (i.e. L2 to L1 support, L1 to L0/Self-Service)
• Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems
• Provides network and computer technical support remotely
• Evaluates, analyzes and documents trends and if necessary, implement corrective actions
• Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues
• Serves as a subject matter export for other team members on process and best practices. Report on and identify opportunities for improvement related to first call resolution, misdirected tickets, and documentation opportunities.
• Defines and creates processes and procedures
• Monitors, logs and reports service level breaches
• Use and grow our documentation knowledgebase to improve the consistency & effectiveness of service delivery across the team
• Serves as backup for daily operations of the service desk in manager's absence.
• Attend collaboration meetings with internal team and other departments as required.
• Supports ServiceNow development for incident management, service catalog, request management, and/or knowledge management by drafting User Stories, performing user acceptance testing, and providing feedback via electronic communication and/or meetings.
• Analyzes recurring issues and user interactions for self-service opportunities, proactively recommending updates to knowledge articles, chatbot workflows, and automation solutions to improve efficiency, reduce repeat contacts, and enhance end-user experience.
• Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
• Adheres to Bank policies and procedures and completes required training.
• Identifies and reports suspicious activity.

Education

Bachelor's Degree in Business Administration or related field or equivalent experience in Computer Information Systems with the appropriate emphasis in Business Administration, and Client support experience

Experience

• Minimum five (5) + years technology experience preferred with three to five (3-5) years as Client Support Analyst
• IT Service Desk experience
• ServiceNow management tool experience a plus
• Knowledge Management experience
• Must have experience and good understanding of the following: Microsoft Active Directory, Microsoft SharePoint, Windows 7 / 10
• Experience with banking industry applications ie Core banking platform(Fiserv)
• Use of remote support applications

Certificates, Licenses, Registrations

• Technology Infrastructure Library (ITIL)
• CompTIA A+ and/or Network+ certification a plus
• Preferred/Erred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications

Knowledge, Skills and Abilities

• Strong dedication to quality end user service and a working knowledge of enterprise-wide service delivery procedures
• Strong verbal and written interpersonal and communication skills
• Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management
• Ability to independently identify, research and resolve issues
• An assertive individual who can relate to people at all levels of an organization
• Capability to work with peers in a team effort
• Working knowledge of advanced networking concepts and troubleshooting steps
• A well-organized and self-directed individual who can work with minimal amount of supervision
• Good project management skills and the ability to organize work efficiently in addition to the capacity to work well under stress and time pressures
• Ability to work a rotating on-call shift
• Ability to work extended hours, weekends, and holidays pursuant with industry demands
• Familiarity with the fundamental principles of ITIL / SLA
• Working knowledge of enterprise network systems, including remote access systems such as VPN
• Proficient in Microsoft Office and industry related software programs
• Understanding of virtual systems, including virtual servers and workstations

Additional Information

• Candidates residing in locations within BankUnited's footprint may be given preference.