SERVICE DESK ANALYST II

Banesco USA is seeking a Service Desk Analyst II for our Service Desk unit.

JOB REQUIREMENTS:

• Education: Associate degree in Information Technology or equivalent experience.
• Experience: Three (3) years of experience in Information Technology, preferably in Service Desk.
• Advance computer skills including but not limited to proficiency in Microsoft Office (Word, Excel, Power Point, etc.)
• CompTIA A+, Network + certification or relevant IT tertiary qualification and /or equivalent training.
• Advance computer skills including but not limited to proficiency in Microsoft Office (Word, Excel, Power Point, etc.)
• Strong technical knowledge across the following: application support, windows servers, active directory and desktop support.
• Technical experience and knowledge in the following applications: MS Office Suite, Windows 7, 8 & 10 and mobile device configurations.
• Must be bilingual in both English and Spanish. Ability to fluently speak, understand, read and write both languages.
• Strong verbal and written communication skills, ability to communicate at all levels of the organization.
• Knowledge of related State and Federal banking compliance regulations.
• Strong attention to detail and accuracy.
• Ability to multi-task, with strong organization, time-management and prioritizing skills.
• Customer service skills, ensuring satisfaction of both internal and external customers.
• Ability to work under pressure and independently with the ability to make decisions according to established guidelines and accomplish tasks accurately and on a timely basis.
• Ability to convey technical concepts and ideas to non-technical people.
• Strong problem solving and analytical skills in order to resolve problems and clearly identifies root cause and preset recommendations to management.

ABOUT US:

Banesco USA is part of Banesco International, a worldwide group of financial institutions with a presence in 14 countries.
As a corporation in continuous evolution, we promote the ongoing professional and personal development of our employees, by embracing challenges and adapting to the changing environment of today’s world. We aim to develop integral human beings, committed to making a difference at the workplace and out in the world.
Our actions are rooted in our Values: Reliability, Responsibility, Quality, and Innovation. We believe that we all have the same ability to transform our daily tasks into significant contributions, and therefore, Leave Our Mark.
At Banesco USA, one of our most valued assets is our enthusiastic team, which strives every day to create a world-class organization in an ever-changing world. Together, our team has made us a market leader and we invite you to join us.

• Responsible for addressing and resolving basic incidents and requests made by the customer in a timely manner.
• Responsible for logging and keeping track of all incidents and requests in the service desk software with relevant information in order to track the metrics of the area.
• Analyzes and resolves incidents and requests regarding use of application software or hardware.
• Ensures the end-to-end customer experience and provides a single point-of-contact for the customer incident or request.
• Creates a positive customer support experience and builds strong relationships through understanding the problem, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a exceptionally professional attitude.
• Follows-up with other support staff involved in resolution of incidents to ensure request are completed and resolve and the end-user is notified of resolution.
• Documents resolutions and updates the wiki knowledge base.
• Ability to response to Service Desk call outside the normal work schedule to ensure service to all customers is available as necessary.
• Ensures that bank’s policies and procedures are adhered to.
• Maintains and protects confidentiality with regard to all aspects of customer information and employee information.
• Responsible for provisioning, maintaining and removing security access and privileges for all end-users.
• Responsible for constantly communicating issues and incidents to the Service Desk Manager to ensure the area provides the necessary support to the end-users.
• Assists in the IT projects and initiatives as assigned.
• Responsible for the installation of application software, desktop O/S and encryption to the respective users.
• Provides remote, telephone, email and in-person support to all customer requests or assistance.
• Responsible for completing annual training program assigned.
• Performs other functions and/or duties as assigned.