Senior Service Desk Support Analyst
Senior Service Desk Support Analyst
The role of the Senior Service Desk Analyst is to resolve a higher level of compentency technical support and issue resolution to Alliance Team Members while delivering outstanding customer service. The Sr. Analyst will provide troubleshooting assitance across several categories of high level incidents through remote and in-person interactions. The Sr. Analayst will work along side Service Desk Analysts and System Engineers to resolve all Team Member issues in a timley manner.
Responsibilities:
Senior Service Desk Support Analyst:
- Identify, research and resolve Level 2 and Level 3 technical problems with a focus on First Call Resolution. Will respond to tickets through ticketing system Remedy and provide support to Service Desk Analysts on complex or unresolved issues. Ticket categories include New Hire account set-up, equipment orders, account terminations, VPN connectivity issues, and hardware and software problems.
- Interacts with network services, software systems engineering, and/or applications
- development to restore service and/or identify and correct core problems.
- Maintain high quality documentation of problems and resolutions in the Ticketing System.
- Responsible for updating the knowledge base to ensure accurate and current information is on file.
- Provisions and decommissions services as directed.
- Mentors and trains Service Desk Analysts
- Maintains asset information and Service catalog as needed.
- Performs other related duties as required including new system migration, user training, data conversion, system administration and application set-up.
Qualifications:
- Bachelor's Degree or Equivalent Experience
- 3-5 years experience in a technical field.
- 5+ years of experience handling high level complex service desk issues will be considered in lieu of a Bachelor’s degree.
- Intermediate system knowledge including, but not limited to, Service Desk Express (Remedy) and Microsoft Office.
- Must possess strong interpersonal and communication skills with the ability to interact effectively with client groups and translate technical terms into layman’s terms.
- Strong organization skills and the ability to work on many tasks simultaneously in a high-pressure environment.
- Demonstrated success is previous environments requiring high level of confidentiality and professional discretion.
- Local travel to other sites required on occassion