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Company Contact Info

  • San Antonio, TX
  • SWBC

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Service Desk Analyst

SWBC • San Antonio, TX

Posted 29 days ago

Job Snapshot

Full-Time
Accounting - Finance
Franchise

Job Competition

8

Applicants

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Job Description

SWBC has been recognized as one of the Best Companies to Work for in Texas and has an exciting opportunity for the right individual to join an energetic and seasoned team, with an established and expanding national firm.

Headquartered in San Antonio, SWBC is a diversified financial services company providing a wide range of insurance, mortgage, and investment services to financial institutions, businesses, and individuals. With offices across the country, SWBC is committed to providing quality products, outstanding service, and customized solutions in all 50 states.



SUMMARY

Provides internal and external support to SWBC employees, contractors, and customers for problem resolution and technical assistance with issues related to computer systems, hardware, and software; effectively respond to calls and inquiries within our ticketing system; performs first-level diagnosis and troubleshooting; documents incidents with high expectations for first call resolution; and provides detailed documentation for escalation.

ESSENTIAL DUTIES
  • Analyzes, troubleshoots, and resolves technical issues pertaining to computer systems, hardware and software, via portal tickets, phone, and online chat.
  • Takes ownership of issues and performs follow-up on outstanding incidents and requests in order to ensure timely problem resolution in accordance with the SLA timeframes.
  • Provides thorough and detailed documentation for all incidents and requests for all forms of communications including calls, chats, and portal tickets.
  • Attends all Service Desk meetings and contributes as a team member in an effort to meet KPIs.
  • Maintains high level of customer service while responding to queries and provides troubleshooting support to all SWBC employees and customers.


MINIMUM REQUIREMENTS
  • Must have a High School Diploma or equivalency.
  • Must have at least two (2) years in IT service desk support, call center support, incident management, or related experience.
  • Must have working knowledge of IT technical terminology and Active Directory.
  • Must have strong customer service skills.
  • Must have strong analytical, troubleshooting, and reasoning skills
  • Must have strong organizational skills to perform multiple work assignments.
  • Must have excellent and effective communication skills, both verbal and written.
  • Must have proficient computer and accurate keyboard skills in utilizing MS Office 2013 computer applications such as MS Word and Excel, including MS Windows, MAC Environments, and other popular software.
  • Must have working knowledge of general office equipment such as phone system, copier, scanner, and the like.
  • Certifications in ITIL or HDI preferred.
  • Must have ability to learn new technology quickly and retain/apply it as required for troubleshooting.
  • Must have ability to exercise good judgment in all conversations
  • Must have ability to maintain high quality standards, work efficiently during critical situations, and learn and adapt to new and changing environments.
  • Must be able to sit for long periods of time providing support, troubleshooting, performing updates, and executing other related activities.
  • Must be able to lift up to 20 lbs. of files, supplies, documents, or other related items.


ADDITIONAL INFORMATION



SWBC is a Substance-Free Workplace and requires pre-employment drug testing.



Please note, SWBC does not hire tobacco users as allowed by law.



SWBC offers an excellent employee benefits package that includes: 401(k) with company match, medical/dental, Life, Long Term Disability, Accidental Death and Dismemberment, and Long Term Care insurance policies. SWBC also provides opportunities for professional growth. To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button. Only those candidates who meet the minimum requirements need apply.
Job ID: R0004697-1-1560
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