U.S. Bank Senior Help Desk Analyst in Portland, Oregon
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionThe Risk Technology Solutions – Applications Help Desk team is looking for a Senior Help Desk Analyst to support customer requests within Credit Risk Management. This includes support for 15+ different intranet applications, databases, and ongoing risk related processes.
Essential Functions: - Provide business application support to customers. - Maintain written documentation for each inquiry; communicate efficiently and effectively with customers. - Manage customer issues using communication tools through incident updates; track and monitor the issue to ensure a timely resolution. - Display sensitivity to callers' needs and situations. - Actively use and update the support procedures to resolve issues. - Organize and translate information into clear written support documentation. - Make suggestions for improvements. - Additional hours may be required during the week/weekend, as needed. - Support the Help Desk Manager when called upon to do so.
Basic Qualifications - Bachelor's degree or equivalent work experience - At least 4 years experience with providing effective and efficient real-time support for a variety of desk-top technology users - At least 4 years experience with tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers - At least 1 year experience with management approaches, tools, and techniques for gaining the cooperation and support of others
Preferred Skills/Experience - Experience as a Help Desk Analyst - Strong knowledge of incident management procedures and SharePoint. - Ability to work in a fast-paced environment - Critical-thinking/analytical skills - ITIL Service Management Foundation certification
Basic understanding in: - IT service level agreements
Working experience in: - Training process management - IT environment - Information security management - IT service management (ITSM) - IT incident management - IT standards, procedures, policy - Product and vendor evaluation
Extensive experience in: - Technical troubleshooting - Help desk
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
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U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.