Service Support Analyst

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Job description

This position provides support for basic incident and problem resolution and requests reported to the division service desk. Responsibilities include initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. This position is responsible for collecting information through customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging other second level service resources in a timely manner.

• Independently provide technical support to users spanning multiple platforms using various methodologies to resolve complex technical issues.
• Build, maintain and update Known Error Database and the Knowledge Database, ensuring incidents and resolutions are documented.
• Train and mentor new agents. Participate in compliance, regulatory, and technology training.
• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance trainings. Accountable to maintain compliance with applicable federal, state and local laws and regulations.
• Staff member is expected to consistently adhere to regulatory and compliance policies and standards linked to their job as listed. Staff member will not repeatedly act in a manner signifying intentional or willful noncompliance, nor exhibit gross negligence or a general disregard for compliance and regulatory standards. Staff member must ensure compliance with applicable federal, state and local laws and regulations. Staff member must complete all required compliance training on a timely basis. Staff member will maintain knowledge of and adhere to Flagstar's internal compliance policies and procedures. Staff member must take responsibility to keep up to date with changing regulations and policies.

Job Requirements:

• College, Vocational or Associates Degree (2 years or equivalent) or comparable work experience required.
• Must be available to be on call 24x7x365.
• ITIL, Helpdesk Institute (HDI), Cisco or Microsoft Certifications preferred.
• Knowledge of multiple application and platform domains such as password management, enterprise applications, and shared directory structures.
• Strong verbal and written communication skills with proven ability to translate technical information to nontechnical users.
• Good problem-solving skills.
• Experience with MAC OSX, iPad iOS and Safari.
• Experience with ServiceNow or other incident management systems.
• Familiarity with Android, iPhone and Windows Mobile operating systems.
• Familiarity with Novell, Citrix, SQL Databases and Networking Technologies.
• Strong understanding of MS Windows operating systems.
• Proven ability to work well within a team environment.

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