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Service Desk Analyst - IT

Central Pacific Bank
Honolulu, HI
  • Posted: January 30, 2023
  • Full-Time
Position Function:

This position reports to the Service Desk Manager. This position's primary function is to provide exceptional service to assist, educate, and problem solve for our users through the gathering of information, evaluation, prioritization, and solution/escalation of incoming phone, voicemail, email, in-person, and tickets from users experiencing problems with hardware, software, networking, and other computer-related technologies. Service Desk Analysts provide user account management and support for various bank system applications. These include, but are not limited to, AS400, Nautilus, OSI, iPay, Fiserv EFT, Bancaudit, Payplus, Fedline, Swift, Banklink (iBoss), BankDocEZ and many other applications.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Service Desk Support:
  • First line response – answering phone lines and reviewing/assignment of incoming incident tickets and service requests within our ticketing system (ServiceNow)
  • Assist or troubleshoot users with routine problems they may encounter while using their computer, printers, shared drives, systems, applications, etc.
  • New Hires validation and account activation
  • Password reset/account unlocks
  • Effectively and efficiently assess incoming calls/tickets to determine if they can be resolved in the initial call or if it needs to escalate to Level 2 (advanced hardware, software, system/application assistance) or Level 3 (network, server, or security assistance)
  • Ensure that initial data-gathering is detailed and thoroughly documented in the ticket
  • Accountable for resolving Level 1 incidents and requests within established Service Level Agreement time
  • Accountable for updating tickets with documented steps and notes to resolve the user’s issue or satisfy their requests
  • Create user accounts/profiles to authorized bank-related applications/systems for new or transferred employees
  • Remove or disable user accounts/profiles to authorized bank related applications/systems for terminated employees
  • Software configuration and installation
  • Ability to create and update written procedures and knowledge base articles
Business Relationship:
  • Provides service desk support after hours, weekends, and holidays on a rotation basis
  • Builds positive and effective relationships with business teams and stakeholders
  • Takes initiative to research, resource, resolve, and be self-reliant when approaching tasks, incidents, and projects
  • Effectively communicates in writing, verbally, non-verbally, and interpersonally
  • Listens well and asks appropriate questions
  • Maintains current knowledge of relevant hardware and software applications as assigned
Minimum Qualifications:

  • High School Diploma required
  • Bachelor's Degree in Information Technology or Computer Science degree required or equivalent required
  • 3+ years of of Help Desk support or related IT experience required
  • 1+ years of IT Service Desk experience preferred
Physical Requirements & Working Conditions:
  • Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
  • Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
  • Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
  • Must be able to read and understand bank-related documents.
  • Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Central Pacific Bank


Honolulu, HI
96814 USA



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