Service Desk Analyst
On-siteIndianapolis, Indiana, United States
Job Summary
Respond to incoming Service Desk requests via phone, email, and ServiceNow while accurately documenting all incidents and resolutions. Resolve Tier 1 incidents, configure and deploy IT equipment, and coordinate seamless escalations to specialized teams for complex issues. Manage monthly patch deployment, monitor performance metrics, and prepare reports to drive operational effectiveness. Lead efforts to develop and maintain the Service Desk Knowledge Base and contribute to Standard Operating Procedures. Serve as a subject matter expert for ATM operations, troubleshooting hardware and software issues to minimize downtime.
Required Qualifications
- High School Diploma or GED
- 1+ years of Service Desk, IT support or similar customer support role experience
Desired Qualifications
- 1+ years of experience providing member service on digital product and services
- Associate degree in Computer Science, Management Information Systems (MIS), Information Technology, or a related field
- CompTIA A+, ITIL Foundation, LeanIT Essentials or relevant certifications
- Prior experience in a financial institution
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