Career Center

Seeking an experienced Senior Service Desk Analyst. The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. Client needs an individual who is passionate about customer service with experience leading fellow team members.  

The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests.

Essential Duties and Responsibilities include the following. Other duties may be assigned.  All work is performed with deadlines based on priorities.   

•             Handle incoming calls resolving 70% or greater.

•             Route advanced issues to second level support teams.

•             Perform Password Resets

•             Answer general IT questions.

•             Mentor Jr Service Desk Agents

•             Work with Service Desk Manager to monitor team performance.

•             Monitor Service Desk ticket performance.

Skills and Abilities

Demonstrated ability to:

Ascertain and meet customer expectations

Work effectively and independently in a fast-paced team environment where priorities can rapidly change

Prioritize own work activities with minimal guidance and coaching

Solve complex problems through discovery and analysis with minimal guidance

Complete complex projects independently with minimal oversight and direction

Manage competing priorities to meet goals

Communicate effectively orally and in writing

Provide, maintain, and follow technical documentation

Demonstrated comprehensive knowledge of the following tools/technologies:

Windows 10 and 11

Service Desk Ticketing

Incident Management

Problem Management

?-Asset Management

?-Performance Management

Active Directory Group Policy

Okta (preferred)

Education and/or Experience                                                  

Candidates must have IT Education or 4 years' experience working in an IT Service Desk in a leadership role.