Service Desk Senior Analyst
The Service Desk Analyst is responsible for resolving incoming contacts for technical assistance (this may include telephone, walk-in, voice mail, web, chat and email requests). The Senior Help Desk Analyst will also be responsible for advanced tasks including but not limited to; the resolution of issues more complex in nature, documentation creation, Service Desk Analyst training, reporting and analysis and mentoring/coaching.
Additionally, the Senior Analyst will participate and or lead projects as assigned by Service Desk Management. The Senior Analyst will also take direction from the Service Desk Team Leads.
Principal Responsibilities: (Essential Functions in addition to normal Service Desk Analyst duties)
-Assist Analysts as necessary in resolving complex incidents
-Coordinate, monitor and handle all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels
-Monitor high severity incidents to ensure resolution within communicated Service Levels
-Assess reported incidents and as necessary, work directly with client’s service partners for escalation and timely issue resolution.
-Provide training and mentoring for new Service Desk Analysts.
-Assist Service Desk Management with reporting and analysis tasks
-Prepare support documentation for new application or processes prior to implementation.
-Maintain senior technical proficiency in clients applications and hardware
-Lead weekly Analyst staff meetings as necessary
-Excellent verbal and written communication skills
-Excellent teamwork skills
-Excellent technical skills
-Excellent analytical and reporting skills
-Dedication to customer service
-Problem solving skills
-Ability to logically adapt in any customer service scenario
-Ability to perform root cause analysis and determine appropriate course of action.
-BA or Vocational school degree preferred or equivalent work experience
-Microsoft Certified Professional certification a plus
-HDI Customer Support Specialist (CSS) and Help Desk Analyst (HDA) or similar certifications a plus
-Minimum of 12 months of previous Service Desk, Help Desk, computer support, or IS customer service experience preferred.
- Must have a minimum of 6 months on the Serice Desk as Full Time Analyst before applying for the Senior position.
-Effectively communicate with clients, Service Partners and IS groups.
-Customer Service Orientation
-Functional Job Knowledge
-Planning and Organizing
-Root Cause Analysis
-Ability to Multitask
-Contribute to the development of “Tips & Technique”
-Contribute to the team intranet site
-Contribute to the promotional activities of the team
-Contribute to the knowledge base
-Technical and Professional Competence
-Technical and process support documentation
We are proud to be an Equal Opportunity Employer. We maintain a drug-free workplace and perform pre-employment substance abuse testing.