Lead Analyst - Help Desk

Job Description

Job Description

JOB Objective

Under the general supervision of the Help Desk Supervisor, this position provides Help Desk support to credit union employees and leads all IT Help Desk staff. This position assists the Director with procedures related to triage, prioritization and resolution of requests, including the monitoring of queues, tracking of requests, and coordination of Help Desk functions. The Help Desk Lead contributes to problem resolution by providing in-person, hands-on support, including answering telephone and e-mail requests. This position is also accountable for developing and reporting on Service Level Agreements (SLAs) for all support activities

DIMENSIONS

Components Supported: Multiple Redundant Data Centers

Multiple Cloud-Based Infrastructure (IaaS)

800+ Desktop Systems

150+ Mobile Devices

600+ Back Office, Branch and Financial Advisor employees

Multiple Redundant Unified Communications Systems

26 Branch Locations & Spectrum Center

Supervisory responsibilities

This position reports directly to the Help Desk Supervisor for work guidance, direction and feedback, coaching and performance appraisal.

NATURE & SCOPE

• Establishes and manages Help Desk service level agreements to set problem resolution expectations and timeframes.
• Develops policies and procedures that define how problems are identified, documented, assigned and resolved.
• Analyzes performance of Help Desk activities, documents resolution, identifies problem areas, and develops solutions to prevent future and repeat problems.
• Participates in Help Desk function to ensure quality service is provided according to company standards in a timely and effective manner. Provides overall leadership to the Help Desk team as necessary to execute respective duties.
• Ensures IT software license inventory is kept up to date according to the organization’s policies, requirements and general guidance as required.
• Troubleshoots escalated hardware and software problems and documents resolution procedures with these problems.
• Becomes an expert with Help Desk ticket system software reporting, and utilizes metrics to drive staffing decisions, enforce service level agreements and increase First Call Resolution (FCR) rates.
• Determines most appropriate use of Help Desk personnel to meet credit union end user expectations for weekday and weekend support.
• Manages the processing of incoming calls via telephone and e-mail to ensure timely and effective resolution of end user issues.
• Assesses the need for system changes and updates based upon request trends and support issues.
• Identifies, recommends, develops and implements end user training programs to increase computer literacy.
• Monitors incident trends and anticipates potential problems for proactive resolution.
• Effectively communicates technical issues in non-technical terms to end users.
• Provides excellent customer service skills to internal and external customers.
• Ticket Auditing: Review closed and active helpdesk tickets for accuracy, completeness, and adherence to service-level agreements (SLAs)
• Process Improvement: Identify recurring technical issues or workflow bottlenecks and suggest procedural fixes.
• Documentation Review: Ensure knowledge base articles, troubleshooting guides, and FAQs are clear, accurate, and up to date
• Metric Reporting: Track QA scores, customer satisfaction (CSAT) ratings, and first-contact resolution (FCR) rates for management reporting.
• Incident Escalation Tracking: Monitor high-priority, unresolved, or breached tickets to ensure proper escalation paths are followed by helpdesk technicians.
• VIP Ticket Oversight: Provide dedicated follow-up on tickets raised by senior executives or critical business units to ensure rapid, high-quality resolution.
• Targeted Retraining Coordination: Partner with training coordinators or team leads to schedule refresher training for technicians who consistently fall short of QA benchmarks.
• Performs other duties as required.

Education, skills, & abilities

The Eight Superpowers

1. Provides leadership through modeling of behaviors and bringing forward new ideas and new ways of doing things.
2. Demonstrates empathy, self-reflection, and adjustment of own behaviors, showing effective emotional intelligence.
3. Practices active listening in communications with others, giving someone full attention and listening to understand, not just respond.
4. Demonstrates grit, persisting in application of knowledge, skills, and behaviors to achieve goals and address obstacles.
5. Models intrinsic motivation; is self-driven to meet or exceed objectives, timelines, and quality measures while building and sustaining effective relationships.
6. Applies creative problem-solving to provide clarity, handle resources under one’s control, and address stressful situations; finds ways to meet individual, team, and member goals, by navigating through barriers.
7. Shares a diverse set of perspectives, work and life experiences, as well as religious and cultural differences. Actively seeks out differences in values, ideas, and priorities. Respects and value the differences of others, including but not limited to: national origin, language, race, color, disability, ethnicity, gender, age, religion, sexual orientation, gender identity, socioeconomic status, veteran status, and family structures. Believes a diverse workplace is essential to the company’s success.
8. Values and shows appreciating for the unique qualities and experiences of each person-inclusion; appreciates and effectively utilizes the talents and skills of others to achieve objectives; is open to the perspective of others; and encourages collaboration, flexibility and fairness. Makes each employee feel valued and supported for their unique qualities.

Other Education, Skills, and Abilities

• Requires a degree in Computer Science or Information Systems. Also requires 5-7 years of related work experience utilizing comprehensive knowledge of Help Desk software, Windows 10/11, mobile devices (iOS/Android/Windows Mobile), network peripherals, enterprise software, including Microsoft Office.
• Requires CompTIA A+ and ITIL. Certification requirements, including re-certification, may change according to organizational needs and technology trends as determined by the AVP, IT Infrastructure.
• Excellent written, oral, and interpersonal communication skills. Highly self-motivated, self- directed, and attentive to detail.
• Ability to conduct and direct research into end user issues and products. Ability to present ideas in business-friendly and user-friendly language.
• Ability to multi-task and work under time constraints to meet project deadlines.
• Ability to answer phones and provide end user support in a fast-paced credit union environment.
• Ability to appear for work on time, follow directions from a supervisor, interact effectively with co-workers, understand and follow work rules and procedures and accept constructive criticism.
• Proven analytical and problem-solving skills.

MAJOR Accountabilities

• Provides support for and leads projects related to the organization’s workstation technologies and other projects that may directly impact the user environment.
• Supports mobile device administration and maintenance functions.
• Helps lead the organization’s Help Desk functions – provides support and mentoring to Help Desk staff, monitors the Help Desk functions to ensure productivity, quality and customer service demands are met according to the organization’s standards.

PHYSICAL REQUIREMENTS

• Ability to work within a data center environment; requires the ability to tolerate periods of continuous standing.
• Must be able to lift up to 50 lbs.
• Ability to tolerate periods of continuous sitting.

ENVIRONMENTAL CONDITIONS:

• Work is primarily performed within an enclosed office. Subject to standard background noise found in an office environment.
• Travel is required between locations during assigned shifts so the ability to operate a credit union vehicle is required.
• On-call availability is required for this position.

Note: Staff is expected to perform various tasks, projects and administrative duties as assigned

Management reserves the right to assign or change duties and tasks to this position at its discretion.

Salary Range (hourly - by level):

$32.3870 - $40.4838