Service Desk Specialist 1

The Service Desk Specialist 1 ensures client technical assets and applications remain operational by identifying, investigating, and resolving technical incidents and by fulfilling service requests within agreed SLAs.  Incumbent provides first-level support for calls received at the Service Desk or submitted through the self-service portal, escalating to other technical teams or leadership as appropriate to ensure timely resolution.

Assists end users in resolving hardware, software, and application issues by fielding telephone calls and working assigned cases to completion. Diagnoses problems, executes documented solutions, performs troubleshooting activities, documents actions, and tracks and monitors incidents and service requests to facilitate timely resolution.

Uses advanced knowledge of PCs, Microsoft operating systems, smartphones, virtual desktops and applications to provide excellent end user support. Demonstrates knowledge of Microsoft Office 365 suite, software deployment, basic networking and remote access technologies.

Follows documented guidelines for escalating incidents and service requests to other support teams or leadership. May interact with external teams or vendors in relation to a specific incident or service request. Works with IT SMEs to achieve stated SLAs.

Functions as a relationship manager by "owning" incidents from creation to closure. Exhibits professionalism, tact, understanding of incident priority, and knowledge of escalation procedures.

Liaises with SLA Coordinator to document and peer-review solutions for inclusion in Knowledge Base.

Supports "shift-left" by evangelizing use of self-service portal and Knowledge Base.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines.  Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Associates

1

Excellent customer service skills

Ability to use general office equipment

Ability to work and multi-task in a fast paced environment

Excellent organizational, analytical and interpersonal skills

Detail-oriented

N/A

N/A

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.

FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.