girl looking into her desktop
Back to search results

Service Deck Analyst - Core Technology Infrastructure

Charlotte, North Carolina

Job Description:

The Service Deck Analyst will be responsible for providing first point of contact support to internal users by providing day-to-day inquiry/system support for business partners on supported applications. Consults with technology support and acts as a liaison with business partners during the resolution of system issues. Understands the end-to-end process to answer inquiries and resolve moderately complex requests under supervision. Keep abreast of all functions, changes and enhancements. Must be client focused and be able to build and sustain work relationships. Proficient to work fairly independently on various IT functions. Resolve routine issues regarding operations, including administration, error messages, on-line transactions, system status and downtime procedures, etc. Ensure user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving routine problems. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercise judgment within defined procedures and practices to determine appropriate action.

Required Skills:

  • Strong customer service and interpersonal skills with demonstrated history of building partnerships across all teams and levels

  • A work history of clear and effective written and verbal communications in a professional environment

  • Must have strong analytical, problem solving skills, and follow-up skills

  • Prior work experience that required a consistent attention to detail

  • A work history that demonstrates the ability to prioritize, multi-task and work independently

  • Must have Intermediate knowledge of Windows and Windows based applications

  • Must be proficient in MS Office applications

  • Must be shift flexible and work weekends or holidays as required

  • Must have the ability to use Service Desk related tools i.e. Ticket and Knowledge repositories

Desired Skills

  • Payments Processing

  • Ability to function independently, or as part of a team

  • Experience with banking of financial industry"

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Provides technical systems and software support for modification, implementation, or conversion of business systems. Translates business needs into technical requirements and ensures all systems support and conform to business needs and specifications. Acts as liaison between business unit and software, hardware developers and vendors. Proficient to work fairly independently on the most complex projects, and often on multiple phases. Working knowledge of business or function for which application or system is designed. Often responsible for the completion of a component of a project. Provides guidance and check the work of less experienced associates. IT degree preferred or substantially equivalent experience. Typically requires a minimum of 3-5 years of applicable experience.

Job Band:

H6

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

The Service Deck Analyst will be responsible for providing first point of contact support to internal users by providing day-to-day inquiry/system support for business partners on supported applications. Consults with technology support and acts as a liaison with business partners during the resolution of system issues. Understands the end-to-end process to answer inquiries and resolve moderately complex requests under supervision. Keep abreast of all functions, changes and enhancements. Must be client focused and be able to build and sustain work relationships. Proficient to work fairly independently on various IT functions. Resolve routine issues regarding operations, including administration, error messages, on-line transactions, system status and downtime procedures, etc. Ensure user satisfaction by providing preventative maintenance, troubleshooting and quickly resolving routine problems. Works on problems of moderate scope where analysis of situation or data requires a review of identifiable factors. Exercise judgment within defined procedures and practices to determine appropriate action.

Required Skills:

  • Strong customer service and interpersonal skills with demonstrated history of building partnerships across all teams and levels

  • A work history of clear and effective written and verbal communications in a professional environment

  • Must have strong analytical, problem solving skills, and follow-up skills

  • Prior work experience that required a consistent attention to detail

  • A work history that demonstrates the ability to prioritize, multi-task and work independently

  • Must have Intermediate knowledge of Windows and Windows based applications

  • Must be proficient in MS Office applications

  • Must be shift flexible and work weekends or holidays as required

  • Must have the ability to use Service Desk related tools i.e. Ticket and Knowledge repositories

Desired Skills

  • Payments Processing

  • Ability to function independently, or as part of a team

  • Experience with banking of financial industry"

Technology Infrastructure Organization:

  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

  • Excels in working among diverse viewpoints to determine the best path forward

  • Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

  • Commitment to challenging the status quo and promoting positive change

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Provides technical systems and software support for modification, implementation, or conversion of business systems. Translates business needs into technical requirements and ensures all systems support and conform to business needs and specifications. Acts as liaison between business unit and software, hardware developers and vendors. Proficient to work fairly independently on the most complex projects, and often on multiple phases. Working knowledge of business or function for which application or system is designed. Often responsible for the completion of a component of a project. Provides guidance and check the work of less experienced associates. IT degree preferred or substantially equivalent experience. Typically requires a minimum of 3-5 years of applicable experience.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21076700

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Kathryn Dixon

Referral Bonus:

0

Street Address

Primary Location:
901 W Trade St, NC, Charlotte, 28255