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Service Desk Analyst

Bank of Hawaii


Location:
Oahu, HI
Date:
10/19/2017
2017-10-192017-11-18
Job Code:
146507
Categories:
  • Financial Services
Bank of Hawaii
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Job Details


Service Desk Analyst-1700841
Description

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.
 
It’s our IT team who helps us succeed in offering first class service in new and innovative ways.  As a member of the Information Technology community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  It motivates us to be decisive, work together to solve problems, and never settle for less than best.
 
Does this sound like you?
Are you ambitious?  Want to make a difference in how your company operates? Are you a change leader?  Do you thrive in an environment that leverages your abilities as a technology champion?  Are you a self-starter and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!
 
A day in your life as a Service Desk Analyst
Under the direction of the manager or supervisor, this position is responsible for answering calls to the Service Desk Group and consistently providing premier service and guidance to the user community in the 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. 
 
We’ll give you these important responsibilities…
  • Utilizes available resources to provide first-level problem determination and resolution on problems received via telephone calls, e-mail and voice mails.  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 system and 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 Service Desk’s Service Level Agreements and works towards its achievement. Periodically reviews on-line procedures and assists with 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.

Qualifications
…if you come to us with these qualifications…
  • High School diploma or G.E.D.
  • 2 - 3 years of work experience in a Customer Experience position interacting directly with customers to help problem solve or work through challenging situations
  • Direct face-to-face or telephone support experience preferred
  • Experience in retail, call center, significant volunteer work, or training preferred
  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, Power Point and SharePoint) or similar software
  • Knowledge of or ability to use Bank software
  • Demonstrated verbal and written communication skills to include excellent phone etiquette, effective writing and interpersonal communication skills
  • Must be analytical, detail oriented and organized with good problem solving skills
  • Must be able to meet deadlines and handle multiple priorities
  • Must be available for up to 24 hours per day, 7 days per week on-call support
  • Able to work evenings/nights and on weekends/holidays
  • May require sitting for periods of up to 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 Oct 18, 2017, 8:18:20 AM
Unposting Date Ongoing
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