What are the responsibilities and job description for the Service Desk Analyst I position at Park National Bank?
RESPONSIBILITIES #Ll-Hybrid
- Respond to end user questions received via telephone calls, voicemails, emails, and self-service generated tickets.
- Assist end users in trouble shooting and resolving issues during deployment and ongoing use of products and services.
- Effectively analyze and diagnose problems with a high level of accuracy and exceptional customer service.
- Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
- Foster trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions.
- Escalate complex issues through the appropriate channels.
- Identify trends in requests/issue and escalate or report as needed.
- Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
- Deliver a consistent, high level of service within our Serving More standards
- Other duties as assigned
COMPETENCIES
- Interpersonal/Customer Service Skills
- Written and Verbal Communication
- Ability to understand and follow directions
- Adaptable to change
- Basic Computer Skills
- Analytical Thinking
- Ability to work as part of a team
- Troubleshooting
EDUCATION - CERTIFICATIONS - WORK EXPERIENCE
- High School Diploma or equivalent required
- Bachelor's degree in computer science or related field preferred
- 1-2yrs experience in entry level IT or Customer Service
- Security , A or Net certification preferred
SCHEDULE
Typical office hours are M-F 8a-5p. This position is non-exempt (hourly) and full-time. A minimum 40 hours is required per week.
This position is a hybrid position based in Newark, Ohio with a flexible workplace arrangement of Monday, Tuesday, Wednesday On-site, with a Thursday and Friday remote option.
TRAVEL REQUIREMENTS AND OTHER INFORMATION
Ability to sit for extended periods of time. Ability to walk and stand for extended periods of time. Ability to lift 50 pounds periodically and exert up to 20 pounds of force frequently.
Valid Drivers’ License, proof of insurance and reliable transportation are required for regular travel to affiliate and branch locations. Position may require periodic travel to Park National Bank affiliate offices.
May require evenings, in addition to weekend hours, for involvement in community events.