The Service Desk Analyst II supports employees ad hoc so they can provide service to their members by resolving problems upon request. Provide analysis and recommendations for possible solutions within the banking system and serve as a single point of contact (SPOC) for employees for technical and business inquiries. Provide first contact and coordination of extended incident resolution and service request fulfillment.

Provide organizational support including cleanups to maintain the integrity of the database, providing guidance and advice on Microsoft Office Suite, Intranet and other software applications.

Supporting the organization by providing user administration and access as required.

The development nature of this position requires close supervision. Train with a senior analyst to learn Service Desk procedures.

Core Duties

• In-depth knowledge of Service Level Management process and procedures.
• Perform activities needed to implement, maintain, support and troubleshoot in all functional support areas.
• Support services delivery.
• Service quality and capability development.
• Service level reporting.

Support Service Delivery

• Process incident requests and failures from customers to resolve application and software issues within servers, communication services, databases and other critical systems.
• Review all incident requests and failures for accuracy of information and address any errors and/or omissions.
• Respond to telephone calls and written inquiries from employees with respect to the banking system and its supporting network. As an escalation point, may not always be in the queue, but will monitor and adjust workload as required to ensure level of service is maintained.
• Manage the processing of incoming calls (email, voice, walk in, etc.) to ensure courteous, timely and effective resolution as per service level agreements/targets.
• Provide first contact resolution and escalate functionally and/or hierarchically as outlined by incident/request processes.
• Respond to employee inquiries which may include: a) investigation and advice in resolution of membership, loan, term deposit, GL and demand product issues; b) advise on balancing issues including cash drawers and GLs (primarily Captivation).
• In-depth analysis and research of issues presented by employees including, but not limited to: guidance and advice on Microsoft Office Suite, intranet, internal and third party applications; interim statement requests; statement validation to ensure the integrity of member statements; annual update of holiday schedule in the banking system for holiday ATM holds (Captivation).
• Escalate issues and prepare tickets for technical and business issues.
• User set-up, administration and maintenance for network, banking system, internal applications and third party applications; user assistance and preliminary analysis of network issues; Exchange set-up and maintenance; ad hoc branch user moves; ACE set-up and administration (Captivation); teller pool move coordination (Captivation); user creation and password resets for all third party software access.
• Verify daily foreign exchange rates, period posting of prime, demand, term deposit, loan and insurance rates as required (Captivation).
• Access knowledge bases and FAQ resources to aid in problem resolution.
• Analyze problem resolutions and advice/assistance in error correction. Assist employees in the understanding and interpretation of data on reports generated through the banking system.
• Prepare and distribute notifications regarding service disruptions, outages or critical incidents.

Service Quality and Capability Development

• Review developed Service Desk training policies and procedures, at least annually, and arrange for re-writing as necessary.
• Review for consistency and post software updates, knowledge bases and FAQs resources on intranet to assist in self-service problem resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent reoccurrence.
• Review developed help sheets and FAQ lists for customers.
• Recommend improvements in order to assist team achieve improved service support levels.

Experience:

• Minimum of 5 years banking experience, including at least two years branch or contact centre experience with Servus CU, or a combination of banking and technical training/experience.
• Experience in or significant exposure to administration, personal banking functions or technology related fields.

Education and Training:

• Grade 12 education supplemented by post-secondary education in business, accounting or technical training.
• A combination of education and experience will be considered for the right applicant who is willing to work diligently to complete the training.

Licenses/Certificates:

• ITIL Foundations and Support Centre Analyst certification through HDI (Help Desk Institute).

Any other special requirements necessary to do the job:

Weekend or shift work, available to travel, etc.

The business may from time to time ask for branch and/or department support for special projects and/or areas experiencing staff shortages. All employees may be asked to volunteer to assist in areas of need during these times. These assignments could result in a change of hours, location, and/or travel.

Why Servus Credit Union? We live our values in how we do business and how we treat our employees. Servus Credit Union is one of Canada’s 50 Best Managed Companies. Servus is committed to being socially responsible and living the co-operative values. Through our operations, we strive to make a positive impact on our economy, the environment and society. We know that our employees are our most valuable assets so we offer ongoing growth and career advancement and we reward employees for their hard work and achievements.