At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you're at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Description

Job Summary

The Service Desk Analyst II provides customer service and support to end users by troubleshooting, researching and resolving technical issues regarding hardware and software and documenting all tickets properly and in a timely manner.

Job Duties

• Troubleshoots, resolves and/or escalates trouble tickets related to technical difficulties with hardware, software, and the network.
• Manages ticket queue according to predefined SLAs.
• Provide imaging support as required for new user setups
• Verifies issue resolution on the customer's behalf.
• Provide program management leadership in developing IT standard documentation to ensure a repeatable end user experience (by documenting- RACI's , Knowledge Article, Know Issues, Troubleshooting Questions, Swim Lanes, etc. at a IT Services Level
• Act as mentor for Level I Analysts on an as needed basis
• Actively contributes to ongoing process improvement.
• Ensures compliance with Exeter's policies & procedures, safety, state and federal laws, regulations and standards.
• Other duties as assigned.

Education and Work Experience

• Associate's Degree or equivalent experience in Computer Science, Information Technology or similar field.
• Minimum one or more years of customer support/Service Desk experience through a ticketing queue.
• Experience with imaging, active directory and Avaya VOIP preferred.
• Working knowledge of MS operating systems and applications.
• Strong communication, interpersonal, and analytical skills.
• Ability and desire to provide excellent customer-service to internal customers.
• Ability to work independently and in a dynamic and fast paced environment
• Good oral and written communication skills, good investigative and customer service skills.
• Possess the ability to read and understand credit applications.
• Flexible with processes and the opportunity to create new processes.
• Friendly attitude and excellent interpersonal skills.
• Superior work ethic.

Exeter Finance LLC is an Equal Opportunity Employer.