Service Desk Analyst

Sharonview Federal Credit Union is a member-first credit union focused on providing financial tools to help members succeed. They are seeking a Service Desk Analyst to provide tech support, resolve issues, and assist coworkers in using new tools effectively. Responsibilities Provide first-contact support for incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues Build rapport and elicit problem details from service desk customers Prioritize incidents and service requests according to defined processes to meet defined SLAs Escalate incidents with accurate documentation to the suitable technicians when required Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution Deploy pre-packaged software using distribution tools and processes as end users’ request Skills Knowledge of basic computer hardware, including PC, Apple, and Virtualization Experience with desktop and server operating systems, including MS Windows, Apple iOS, Apple MacOS, Vmware Horizon Business Application support experience including but not limited to MS Office365 Working knowledge of a range of diagnostic utilities Bachelor's degree in business administration, IT, or a related field A+ Certification Benefits Flexible hybrid schedule Opportunities to grow Great perks Company Overview Sharonview Federal Credit Union provides financial solutions such as loans, investment, credit cards, and online banking services. It was founded in 1955, and is headquartered in Fort Mill, South Carolina, USA, with a workforce of 201-500 employees. Its website is