Client Services Analyst II

  • Competitive
  • Miami Lakes, FL, USA Miami Lakes FL US
  • Permanent, Full time
  • BankUnited, N.A.
  • 22 Mar 18 2018-03-22

Client Services Analyst II

SUMMARY: As directed by the Alternative Delivery Services Manager, delivers quality customer service to IT clients by providing them with a single point of contact to report problems or to make inquires.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.

 Ensures customer satisfaction by responding to calls to the Help Desk. Logs all customer questions and problems and tracks the same through to resolution.

 Ensures timely escalation of customer problems by documenting the impact to the customer and by assigning an appropriate severity and target resolution time.

 Acts as a liaison for Client Services within the IT Department and with other departments.

 Creates, documents, tests and modifies computer systems or programs, including prototypes, based on and related to user or system design specifications.

 Evaluates, analyzes and documents trends and if necessary implement corrective actions.

 Analyzes system parameters and define action steps.

 Defines and creates processes and procedures.

 Consults with users to determine hardware, software or system functional specifications.

 Monitors, logs and reports service level breaches.

Conducts problem determination utilizing skill set and available tools. Records into work order tracking system problem symptoms and status information in a timely fashion in an effort to communicate with and properly use other IT resource.


Strong dedication to quality customer service and a working knowledge of enterprise-wide service delivery procedures.

Strong verbal and written interpersonal and communication skills. Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management.

Strong problem-solving skills and inherent decision-making ability.

 Good initiative and assertiveness. Good project management skills and the ability to organize work efficiently in addition to the capacity to work well under stress and time pressures.

Excellent people skills.

Working knowledge of advanced networking concepts and troubleshooting steps.

Ability to complete tasks with little if any supervision.

Vendor Management Skills.


A four year degree in Business Administration or related field or equivalent experience in Computer Information Systems with the appropriate emphasis in Business Administration, and Client support experience.

Client Services Analyst I: Minimum one (1) + years computer experience preferred with one to two (1-2) years Client Support Analysis.

Client Services Analyst II: Minimum three (3) + years computer experience preferred with two to three (2-3) years Client Support Analysis.

Client Services Analyst III: Minimum five (5) + years computer experience preferred with three to five (3-5) years Client Support Analysis.

A+, Network + or equivalent work experience.