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Service Desk Analyst



Texas, USA · Remote
Posted on Wednesday, May 8, 2024

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 (ServiceNow); performs first-level diagnosis and troubleshooting; documents incidents with high expectations for first call resolution; and provides detailed documentation for escalation.

Why you'll love this role:

In this role, the Service Desk Analyst is a great entry level IT role; here you will work closely with your team to troubleshoot and resolve SWBC employee’s technical issues. You will also gain experience in customer service, documentation, call center software and the ServiceNow ticketing system. All while learning the various complexities of our software and hardware platforms.

Essential duties include the following:

  • Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware, and software, via ServiceNow 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, detailed, and professional 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.

Serious candidates will possess the minimum 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 CompTIA A+, ITIL or HDI preferred.
  • Working knowledge of IT technical terminology and Active Directory.
  • Strong customer service skills.
  • High level of professionalism.
  • Strong analytical, troubleshooting, and reasoning skills.
  • Strong organizational skills to perform multiple work assignments.
  • Excellent and effective communication skills, both verbal and written.
  • Proficient skills in troubleshooting and supporting MS Office 365 computer applications such as MS Outlook, Teams, Word, and Excel, including the MS Windows 10/11 operating systems and other industry standard software. Also able to support Apple computers and products.
  • Working knowledge of general office equipment such as phone systems, copiers, scanners, and mobile devices.
  • 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, performing updates, 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

*Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, 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.