OverviewThe Service Desk Analyst II's primary responsibility is to support internal employees of Independent Bank Group and its subsidiaries by acting as the first point-of-contact for Information Technology-related issues. Job Description
* Receives and processes tickets from employees for IT-related issues received via phone calls or directly in the ticketing system * Troubleshoots received tickets and calls and resolves issues on the initial call as frequently as possible * For calls that must be escalated, documents tickets thoroughly and dispatches to the appropriate teams * For urgent issues, quickly processes related tickets and notifies the appropriate teams and management * Establishes positive and helpful discourse with their customers by regularly providing updates and feedback * Regularly checks shared and personal ticket and call queues to ensure quick resolution to reported issues * Processes user administration requests for new hires, transfers and terminations in accordance with internal procedures * Follows support processes and assists in the development of Service Desk procedures and documentation * Assists the System Administrators with the procurement, receipt, storage and inventorying of IT assets, as required * Assists with special projects, as assigned * Coordinates with third party IT vendors to complete customer requests, when necessary * Perform other job related duties, as assigned
* Between 2 and 4 years of technical support experience in a corporate environment, or, alternatively, a combined equivalent amount of training and experience in a customer support-oriented environment * High school diploma or equivalent education * Prior experience at a financial institution is a plus * Computer proficiency with knowledge of Microsoft Office Suite applications * Able to apply a consistent troubleshooting methodology across a variety of issues * Prior use of IT support ticket software is preferred * Must be able to work during department hours of operation and overtime as needed * Ability to adapt to fast changing work environment * Careful attention to detail and time management skills * Excellent interpersonal and communication skills enabling great teamwork with peers and the ability to positively interact with fellow employees at all levels * Ability to lift up to 50 pounds * Demonstrate a high level of knowledge of Bank Secrecy Act and OFAC related responsibilities in the performance of daily operations to ensure adherence to bank policies and compliance with all regulatory requirements
About Independent Bank
Independent Bank provides a wide range of relationship-driven commercial banking products and services tailored to meet the needs of businesses, professionals, and community organizations.