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Help Desk Analyst

Company: Exchange Bank
Location: Santa Rosa
Posted on: June 8, 2021

Job Description:


Provide first line support to employees by responding to incoming calls and e-mails.


Help Desk Analyst I:

Help Desk Support: 90%

  • Document all calls and e-mails into call tracking system.
  • Analyze callers issue to determine response and whether to escalate calls within stated guidelines; track the issue until resolved.
  • Provide information, advice or instruction in response to inquiries from callers. Utilize and research knowledge base documentation and software tools to provide information, advice or instruction in response to end user inquiries.
  • Resolve first-level issues and compose new problem resolutions.
  • Read and interpret documents for callers such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Effectively present information and respond to questions from managers and end users.
  • Compose email communications for Bank distribution to inform employees of various issues.
  • Perform system administration for various software applications including email, operation systems, etc.
  • Teach end users how to resolve problems verbally and via remote control.
  • Translate technical language through written and oral communications into information understandable by the end user.
  • Prioritize various requests from callers and 2nd and 3rd level support.
  • Appraise the possible impact on customer service and bank reputation and notify appropriate management when service is interrupted.
  • Probe caller for in depth analysis of contributing factors and/or events that caused end result and document data gathered.


Core Job Specific Competencies:

Help Desk Analyst I:

  • Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
  • Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
  • Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
  • Flexibility/Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
  • Problem Solving: Develops actionable recommendations based on an understanding of trade-offs; commits to action after identifying alternative methods that are based on logical assumptions and information; takes into consideration resources, constraints, organizational values, and changing environments.
  • Technology: Uses automated systems or tools to simplify, improve, and increase efficiency of work processes; embraces and adapts to changes in technology.
  • Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
  • Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.

Knowledge, Skills and Abilities:

Help Desk Analyst I:

  • Skills operating a personal computer with word processing, spreadsheet, and presentation software.
  • Strong communication skills both written and verbal.
  • Ability to remain calm in stressful situations.
  • Knowledge of general banking principles and practices.

Licenses and Certifications:

  • Must maintain a valid California driver license.

Physical Requirements:

  • Ability to stand, bend, stoop, sit, walk, reach, twist and turn.
  • Ability to lift up to 25 pounds occasionally.
  • Ability to use a computer keyboard and calculator.
  • Work environment is indoors, majority of the time is spent sitting at a desk.

Education and Experience:

Help Desk Analyst I:

A combination of education and experience equivalent to high school diploma, and knowledge typically gained through a minimum of two years related experience and/or training.


Keywords: Exchange Bank, Santa Rosa , Help Desk Analyst, Other , Santa Rosa, California

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