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Help Desk Analyst

Bank of Hawaii

Oahu, HI
Job Code:
  • Customer Service
Bank of Hawaii
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Job Details

Help Desk Analyst-1700149

Under the direction of the manager or supervisor, this position answers calls received by Help Desk Group and consistently provides premier service and guidance to the user community in identification of problems, analysis of alternatives, and implementation of effective solutions. Receives phone calls and answers questions from users having problems using computer software/hardware applying knowledge of computer software, hardware, and procedures.  This position is considered an essential employee for response to disaster situations.  If applicable or appropriate, assists in business unit’s compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act. 



  • Utilizes available resources, provides first-level problem determination and resolution on all problems received via telephone calls, e-mail and facsimile. 
  • Records all problems reported in the Problem Management system.
  • Identifies/resolves basic problems and inquiries to ensure user productivity.
  • Escalates unresolved problems to the appropriate staff.
  • Performs regular follow-up according to procedures, and confirms resolution with user prior to closing the problem reports.
  • Maintains current knowledge of all products and services supported in order to provide agreed upon service levels to customers. 
  • Attends training sessions, and identifies training needs.
  • Independently maintains an in-depth education and working knowledge of all aspects relevant and necessary to supporting department goals in providing superior service and resolving issues.
  • Keeps abreast of network status, security threats such as viruses, follows risk management guidelines and procedures, assists users in problem resolution, and recommends corrective actions.
  • Participates in team projects, understands Help Desk’s Service Level Agreements and works towards its achievement.
  • Periodically reviews on-line procedures and assists with their maintenance.
  • Educates users on systems and processes and acts as an IT consultant. 
  • Follows assigned tasks through to completion with minimal to no supervision and is accountable to user and department.




  • High School diploma or equivalent work experience.



  • 1 - 2 years of work experience in similar environment


Technical Skills:

  • Possess good analytical and problem solving skills. 
  • Knowledge in the use of personal computers and Microsoft applications.


Other Job Qualifications:

  • Demonstrated proficient phone etiquette and effective writing and interpersonal communication skills. 
  • Required ability to be available for 24 hours per day, 7 days per week on-call support. 
  • Must be available to work non-prime shifts and on weekends/holidays. 
  • May require sitting for periods of 4 hours at a time.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.


Job Function Information Technology
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Mar 20, 2017, 8:26:35 AM
Unposting Date Ongoing

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