Senior Service Desk Analyst

Job details are Shared below:
Job Title:Senior Service Desk Analyst

Location: Richmond, VA (Onsite)
Job Duration: 6+m Contract (will renew in every 6 months)

Primary Skills:

• 4 years’ experience working in an IT Service Desk in a leadership role.
• Team Lead experience
• Professional experience in a work environment supporting Windows 10 and Windows 11
• Experience working with a Service Desk ticketing system (They have Sharewell, which is similar to ServiceNow).
• Any Service Desk system will suffice.
• Experience working with IT Service Management (ITSM)
• Experience working with Incident Management
• Experience working with Problem Management
• Experience working with Asset Management
• Experience working with Performance Management
• Ability to take Service Desk metrics and turn into reports.
• Experience working with an Identity Management tool – OKTA would be preferred, but not a must-have.
• Experience with Active Directory Group Policy
• FYI - Group Policy is used to regulate user and computer configurations within Windows Active Directory (AD) domains.
• Exceptional customer service skills
• Communication skills must be impeccable.

Responsibilities:

· Include the following. Other duties may be assigned. All work is performed with deadlines based on agency 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.

Qualification:

• Bachelor's Degree

Please respond at your earliest to speed up the interview process. I will contact you if I need further details.

Thanks & Regards,

Amit Bundele- Technical Recruiter
Saicon Consultants, Inc.

Phone: (913) 358-6847

Email: amitb@saicongroup.com