Service Desk Analyst

Position Summary The Service Desk Analyst is responsible for providing timely, courteous support for Tier 1 incidents and ensuring 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 Respond to incoming Service Desk requests through phone, email, messages, ServiceNow, and in‑person interactions, adhering to Service Level Expectations. Accurately document all requests, issues, research, and resolution activities within the Service Desk system. Resolve Tier 1 incidents and problems in alignment with the Service Level Expectations and deliver effective solutions to end users. Configure, deploy, and troubleshoot computers and other IT equipment for end users, ensuring equipment is set up according to company standards and functions properly before deployment. Escalate issues to Tier2 or higher support and coordinate seamless handoffs to specialized IT teams or other functional areas, ensuring efficient follow‑through for prompt resolution. Maintain clear communication between end users, LevelII support, and management to provide status updates until successful resolution. Act as a liaison between IT resources and impacted users, facilitating communication for issues that affect multiple stakeholders. Play a critical role in the monthly patch management process by contacting end users to install updates, installing updates directly 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. Assist the Service Desk Manager in training Service Desk staff on Service Desk processes and supporting ATM/ITM related issue resolution and escalation practices. Contribute to the development, maintenance, and continuous improvement of Standard Operating Procedures (SOPs) for Service Desk operations and ATM/ITM support processes. Monitor Service Desk performance metrics, ATM/ITM operational trends, and service levels; prepare reports and provide insights to support operational effectiveness. Lead efforts to develop, maintain, and enhance the Service Desk Knowledge Base, including technical documentation and troubleshooting resources related to ATM/ITM operations. Participate in change management activities to support the implementation of operational and technology changes impacting the Service Desk and ATM/ITM environments. Identify recurring incidents and trends, assist in root cause analysis, document findings, and collaborate on long‑term solutions to improve system stability and service reliability. Serve as an ATM/ITM subject‑matter expert, 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, and Competencies Excellent phone etiquette and customer service skills with a professional, courteous approach. Strong written and verbal communication skills, able 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 Tier1 incidents effectively, managing multiple tasks simultaneously. Ability to understand complex digital products and services. Proficiency with Microsoft Office suite (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 products 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 other relevant certifications preferred. Prior experience in a financial institution preferred. Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr