Service Desk Support Analyst

Description:

The Service Desk Support Analyst is the first line of defense working directly with internal clients to identify, diagnose, and resolve both business and technical problems. We collaborate with teams across IT to improve and promote self-service solutions as well as generate and disseminate Global communication throughout the company. Incidents we are unable to resolve within 10 minutes we will detail the incidents and escalate it up to the appropriate teams.

Responsibilities:

• Troubleshoot Mortgage Software issues with web based and client based Loan Origination Systems 
• Resolving issues received via Ticket system, Email , or Phone 
• Effectively communicate with all levels of internal/external clients 
• Work closely with team members as well as independently 
• Sense of urgency must be demonstrated at all times 
• Logging all client interactions in a ticket tracking system 
• Escalate issues that cannot be resolved at a first level to our secondary teams
• Send global notification messages for planned and unplanned outages 
• Suggest new processes that will help streamline persistent issues that arise 
• Continue learning new technologies and mortgage processes 
• Document reoccurring processes 
• Effectively communicating back to clients and to appropriate internal teams 
• Provide support on a rotating schedule 
• Document and maintain standard operating instructions and installation procedures 
• Accurately document all reported issues in the Service Desk Database 
• Client Coordination point for IT initiatives 
• Focus on proactive and informative communication 
• Perform routine daily tasks as defined by Production Support Team Leader 

Qualifications:

Required: 

• Must be able to work 10am-7pm or 11am-8pm shift 
• High School Diploma 
• 1-3 Years in client service role 
• Knowledge of computers, notebook computers, and printer hardware concepts 

• Knowledge of application server technologies (such as Microsoft Terminal Services), Microsoft Active Directory Security, Citrix Application, streaming, and VMware Virtualization technologies 
• Familiarity with call center practices and procedures 
• Strong problem-solving and decision-making skills 
• Ability to work effectively and with minimal direct supervision 
• Detail-oriented and quality-conscious 
• Ability to interface effectively via phone or email with both technical and non-technical clients while remaining composed, decisive and client focused 

Preferred: 

• Mortgage and/or Financial Services industry experience