IT Service Desk Analyst I

As a leading regional bank, SouthState has been providing financial solutions to individuals, families, and businesses in the Southeast for more than 100 years. SouthState team members strive to create remarkable experiences while building meaningful and lasting relationships. We are proud to be a reflection of the communities we serve, and our team members share core values that make SouthState a great place to bank, and a great place to work.

SUMMARY/OBJECTIVES

The IT Service Desk Analyst I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and incidents, as well as escalating tickets when appropriate to maintain SLA expectations. Problem resolution may involve the use of diagnostic, help request tracking and remote-control tools.

ESSENTIAL FUNCTIONS

· Field incoming requests to the Service Desk via telephone, e-mail and chat to ensure courteous, timely and effective resolution of end user issues.

· Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

· Build rapport and elicit problem details from Service Desk customers.

· Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

· Record, track and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

· Apply diagnostic utilities to aid in troubleshooting.

· Install software and updates on PCs and mobile devices.

· Access knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Perform preventative maintenance, including troubleshooting of workstations, printers, mobile devices and peripherals.

· Test fixes to ensure problem has been adequately resolved.

· Alert management to emerging trends in Incidents.

· Reinforce SLAs to manage end-user expectations.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COMPETENCIES

· Ability to absorb and retain information quickly.

· Strong customer service skills and mindset.

· Keen attention to detail, including proficiency in clear and understandable ticket documentation.

· Experience working in a team-oriented, collaborative, and fast-paced environment.

Qualifications, Education, and Certification Requirements

· Education: High school diploma or equivalent

· Experience: 0-2 years of technical support experience

o Basic knowledge of Microsoft Office applications

o Basic knowledge of computer hardware, software, …