Service Desk Analyst

We are at the forefront of change in this rapidly evolving lending market. mello™, the Greek word for “future,” was the product of a recent $80+ million dollar investment in research & development to transform & streamline the home buying process into a digital experience like no other competitor offers. But mello™ is just the beginning… loanDepot will continue to invest in developing our own advanced technology ecosystem built around serving our customers & enabling our valued employees to provide exceptional service. We have funding, we have opportunities, you have ideas—it’s a perfect match. Come join us!

loanDepot — We are America’s Lender.

Position Summary:
The Service Desk Analyst will play a key role in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalized service. This position requires a high percentage of incident resolution, problem-solving and technical skills using various diagnostic tools, and is a critical first line of support for our customers. In addition, inter-personal skills are required to guide customers through situations via phone, IM, or other communication channels. It may be necessary to escalate to network services, information security, desktop architecture or other “next level” teams. The role requires the ability to provide the highest levels of resolution, support and customer satisfaction, in-line with company policy and procedures.

Responsibilities:
Record and where possible, resolve customer queries using various diagnostic tools and interpersonal skills.

Record, and where possible, fulfil service requests.

Own and progress incidents and requests with other Technology teams, on the customer’s behalf.

Manage high impact incidents affecting the technology systems and environments.

Provide the highest levels of customer support and satisfaction in-line with the companies policy and procedures.

Responsible for answering telephone calls in a polite and timely manner while achieving agreed call wait levels. To ensure all calls are logged accurately and categorized correctly with all relevant information being recorded.

Ensure that all emails are logged correctly and in a timely manner and that all information is accurately collated to enable the Service Desk or other teams to easily assess the requirements and respond to customers and the business within the agreed service level targets

To ensure that Operational Level Agreement and Service Level Agreement levels are adhered to at all times.

To understand and undertake the roles and responsibilities outlined in the Incident management process to the highest standard.

To maintain a comprehensive understanding of the Service Desk knowledge base systems to deliver an unparalleled customer service experience.

To strive to attain the highest possible first time service resolution rate for customers.

To actively promote the Service Desk team to adhere to good practice and ITIL process wherever necessary.

To maintain an up-to-date level of knowledge with regards technology, in particular security policies and company standards.

Work as part of a 7×24 operation, providing on-call support and onsite support overnight as required.

Must be willing to work unsociable hours on occasion and be prepared to travel between locations as needed.

Requirements:
An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach

Formal education preferably. Desirable qualification in a technical discipline, demonstrating skills in the understanding, investigation, analysis and presentation of complex information

Desirable to hold ITIL qualification V3 or 2011 Foundation level

Desirable to hold Microsoft Certified Professional, Microsoft Technology Specialist or equivalent technical certification

Desirable to have previous experience of working with ServiceNow

Desirable to have experience of working with Active Directory, SAP, MS Office, Windows and Mac environments, and have a good understanding of networks

Relevant experience in a Service Desk or Call Center environment

2 years’ experience in a Service Desk / Help Desk environment is desirable

Strong Team Player, excellent communication skills, excellent organizational skills, self-motivated / drive, Flexible

Good interpersonal skills for written, oral and face to face communications, both within Technology and the business

The Perks:
Competitive compensation reliant on ability & experience

Excellent benefits package including multiple health, dental & vision options

Company paid life and AD&D Insurance, as well as additional voluntary benefit possibilities

401K with robust company match

15+ PTO days, in addition to 8 paid company holidays

The opportunity to work for America’s Lender under the vision of industry legend, Anthony Hsieh

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.