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Job Information
Job title

Service Desk Analyst

Company Clarke American
Wage between $0.00 - $0.00 Annually
Location United States, Georgia, Decatur
Employment type Full Time
Education Some College
Year Experience 1 - 2 Years of Practical Experience
Travel None
Published on 7/29/2008
Description
Harland Clarke offers a broad range of integrated payment, marketing and technology solutions to nearly 15,000 financial services clients. These solutions support our clients' acquisition, retention, customer relationships and profitability through capabilities such as: business intelligence, multichannel support, enhanced customer experience and engagement, brand promotion, performance measurement and best-in-class security.

We are looking for outstanding individuals to join our team!

We are currently seeking a Service Desk Analyst at our Atlanta, GA office.

Position Summary
The Service Desk will provide a strategic central point of contact for customers and an operational single point of contact for managing incidents to resolution. The Service Desk Analyst will follow ITIL Guidelines for Incident And Problem Management, which includes the following activities:
1. Detection and Recording
2. Classification and Initial Support
3. Prioritization
4. Investigation and Diagnosis
5. Resolution and Recovery
6. Closure
7. Ownership, Monitoring, Tracking and Communications
8. Creation of Problems from Incidents
The Service Desk Analyst will have knowledge of commonly used concepts, practices, and procedures typical within the Information Technology industry. The Service Desk Analyst will accomplish goals and follow pre-established guidelines by relying on instruction, established documentation, experience, and judgment to perform the functions of the job.
Key Duties / Responsibilities
a.) Record basic details of incidents, problems and service requests in call tracking system.
b.) Provide initial support and technical assistance via phone, email or web based tool for all hardware/software problems on internal or external applications. Hardware/software includes, but is not limited to: Avenue, Attachmate, Lotus Notes, Harland Clarke custom mainframe and internet applications, all operating systems currently in use and any Harland Clarke asset as defined by the Information Technology Division.
c.) Add temporary fixes, solutions or workarounds for known errors or problems into a knowledge base.
d.) Prioritize incidents, problems and requests by impact to business or SLAs
e.) Escalate incidents to Problem Management or to specialist group according to SLAs or established guidelines
f.) Confirm resolution of incidents, problems or requests to customers
g.) Monitor and escalate incidents or problems according to SLAs or established guidelines
h.) Communicate status of incidents, problems and requests to customers
Responsible for meeting Service Desk metrics as defined.
Perform additions, moves, changes and deletion of various ids and passwords as needed. This includes, but is not limited to: Voicemail, Domain accounts, EMS ids, Pagers, LD codes, AT&T Remote Access, Terminal ids for external and internal customers and Connection Point. 10%
Other duties as assigned including but not limited to
a.) Interacts with suppliers/vendors to initiate calls for service on technology equipment and/or problem resolution.
b.) Miscellaneous projects and tasks as assigned.
c.) This is an on-call position that will require off-hours response to alerts.
Education & Knowledge Required
As a minimum an Associate’s degree in related area is preferred or equivalent work experience
Certifications Desired: CompTIA A+, Microsoft MCP, Help Desk Institute Help Desk Analyst
Experience / Skills / Abilities Required
1. A minimum of one (1) year recent Customer Service experience is required. Telephone experience is a plus.
2. The individual must be able to work both independently and with a team to organize, prioritize and resolve multiple open issues and projects. They must have a service-oriented attitude with excellent communication skills in order to communicate technical concepts to non-technical people and to address negative situations and resolve them in a positive manner.
3. Experience/Proficiency with the following:
Windows 2000 / XP / NT / 98 Operating Systems
PC Hardware (IBM desktop/laptop experience is a plus)
Microsoft Office 9x + 2000, XP, 2003(ex: Word, Excel, Outlook, Access, Power Point)
Various PC accessories (ex: Printers, Scanners, CD Burners)
Lotus Notes experience is a plus
Harland Clarke custom mainframe and Internet applications
Supervisory Responsibility
None
Communication & Contacts Required
Communicate with Financial Institution Clients, Third Party Vendors and all internal company employees.
Decision Making
Contact with all Harland Clarke employees and frequent contact with external customers and vendors related to service delivery inquiries and status.
Harland Clarke Equal Opportunity Employer promoting a Diverse Workplacedf-tc

Experience/Skills
Experience / Skills / Abilities Required
1. A minimum of one (1) year recent Customer Service experience is required. Telephone experience is a plus.
2. The individual must be able to work both independently and with a team to organize, prioritize and resolve multiple open issues and projects. They must have a service-oriented attitude with excellent communication skills in order to communicate technical concepts to non-technical people and to address negative situations and resolve them in a positive manner.
3. Experience/Proficiency with the following:
Windows 2000 / XP / NT / 98 Operating Systems
PC Hardware (IBM desktop/laptop experience is a plus)
Microsoft Office 9x + 2000, XP, 2003(ex: Word, Excel, Outlook, Access, Power Point)
Various PC accessories (ex: Printers, Scanners, CD Burners)
Lotus Notes experience is a plus
Harland Clarke custom mainframe and Internet applications

Other desired skills:
Service Desk Analyst
This job has expired.