At a Glance
- Tasks: Provide top-notch technical support and resolve user issues in a dynamic 24x7 environment.
- Company: Join a leading credit union focused on innovative IT service management.
- Benefits: Enjoy competitive pay, comprehensive health plans, and generous leave options.
- Other info: Great opportunities for career advancement and professional development.
- Why this job: Make a real difference by helping users and enhancing their tech experience.
- Qualifications: Degree in Computer Science or related field; strong problem-solving skills required.
The predicted salary is between 152718 - 152718 £ per year.
Overview
Reports To: Service Desk Analyst Team Lead
Primary Functions: Responsible for technical support, first-line problem/outage analysis, triage, and resolution in a 24x7 Operations Center. Operate in a fashion that supports the IM Operations mission to exercise a leadership role in maintaining, operating, and providing Information Technology Service Management for the credit union and its subsidiary operations.
Duties And Responsibilities:
- Responding to phone and self-service requests for assistance from users needing technical support.
- Provide exemplary customer service and professionalism in efforts to resolve incidents.
- Actively participate with other members of the Information Management team in Incident Management.
- Provide coordination and support for the management of incoming trouble tickets and their subsequent follow up and closure.
- Identify patterns in incidents as well as determine and/or create documentation necessary to efficiently resolve any recurrence of the problem.
- Maintain awareness of change management schedules for potential service disruptions.
- Maintain a working knowledge of the technical applications and functions needed to support users in the enterprise.
- Meet department-specific performance metrics while adhering to the incident handling policies and procedures.
- Perform other duties as assigned.
Qualifications
Education: Degree in Computer Science, Business Administration, or related field.
Creditable Experience in Lieu of Education: Equivalent in technical training.
Experience/Skills:
- Minimum four years experience working with Network PCs, or two years as Service Desk Analyst I.
- MCSA for currently supported Windows Desktop preferred.
- Must have excellent analytical and problem-solving abilities.
- Be positive, adaptable, and a team player.
- Excellent verbal, written, and interpersonal skills.
- Self-motivated, organized, and detail oriented.
- Strong documentation skills.
- Must be able to develop and maintain a high level of understanding of department processes, user policies and effective troubleshooting.
- Understanding of ITIL and ITSM.
- Familiarity with DevOps/Agile process for task flow completion a plus.
Tenure: Assignment to the Service Desk Analyst I (Category 10), Service Desk Analyst II (Category 09), Service Desk Analyst III (Category 08), Senior Service Desk Analyst (Category 07) will be determined by the candidate's education or experience. Advancement requires management recommendation and will be based on the candidate's certifications and/or performance.
Compensation: Starting base salary will be determined based on candidate experience, qualifications, education, and applicable local or state wage requirements, and will fall within the range provided below. In accordance with our Salary Administration policy, new hire base salaries generally fall between the minimum and midpoint of the listed range.
Salary Pay Range:
- 07 $90,389 - $152,718 annually
- 08 $79,989 - $132,798 annually
- 09 $69,557 - $112,677 annually
- 10 $63,233 - $99,908 annually
Benefits:
- Short-term and long-term incentives
- Comprehensive medical, dental and vision insurance plan that has HSA and FSA options
- 401(k) plan with a 5% match
- Employee Assistance Program (EAP)
- Life and disability coverage
- Voluntary cash benefits for accident, hospitalization and critical illness
- Tuition Reimbursement
- Generous leave programs to include Paid Time Off accrual, Paid Sick Leave, Paid Holidays
Equal Opportunity Employer
Service Desk Analyst II in Street employer: Global Credit Union
As a Service Desk Analyst II at our credit union, you will thrive in a dynamic 24x7 Operations Center that prioritises exemplary customer service and professional growth. Our supportive work culture fosters collaboration and innovation, offering comprehensive benefits including medical, dental, and vision insurance, a robust 401(k) plan, and generous leave programs, all designed to ensure your well-being and career advancement. Join us to be part of a team that values your contributions and encourages continuous learning in the ever-evolving field of Information Technology.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst II in Street
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Credit Union. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Global Credit Union before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst II in Street
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Global Credit Union:Your cover letter is your chance to shine! Tell us why you want to work at Global Credit Union specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Global Credit Union!
How to prepare for a job interview at Global Credit Union
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
