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Form of workJob Description
As a Senior Service Desk Analyst you will be responsible to handle Tier I and some Tier II Service Desk Requests and Incidents tickets; providing a first class, (predominantly SLA driven) service to Client users when dealing with and resolving a variety of managed service inquires. This is a very customer focused, hands-on role handling and resolving technical customer issues/inquiries as well as undertake the day-to-day account management aspects that the position requires. The ideal candidate will be able to assist and coach junior support analysts (technically and operationally) in achieving continuous process improvement by using constructive feedback for procedural, operational and system development.
KEY RESPONSIBILITES:
- Execute Tier 1 troubleshooting on Client environment as assigned by the team leadership.
- Create or provide the necessary feedback to create knowledge articles and processes as needed.
- Perform training/mentoring duties to ensure junior staff is proficient in assigned duties.
- Provide effective oral and written communication to Clients leveraging approved documentation.
- Assist in strategic planning for Client’s needs.
- Continue career progression to meet requirements of Lead.
- Act in accordance with governance documents to help ensure all SLAs/KPIs are met or exceeded as needed.
- Collaborate with team leadership in areas of continuous process improvement.
- Perform other duties as assigned.
- Recognize opportunities for improvements of procedures by pro-actively offering ideas and solutions
- Work with your peers and leadership to ensure all aspects of “business as usual” operations are maintained to meet customers’ requirements
- Actively working on customer issues, handling calls etc.
REQUIRED QUALIFICATIONS:
- High School Diploma or GED
- Proven experience in a combined customer service handling / technical support role
- Background in creating / updating Knowledge Base
- One year previous Service Desk experience or related field
- Excellent interpersonal skills to develop effective working relationships
- Excellent listening, verbal and written communication skillsExcellent coaching, leadership and supervisory skills
- Must have the ability to learn and follow established processes
- Awareness and understanding of various Service Desk related software
- Ability to rapidly learn and retain knowledge of services
- Experience of providing structured feedback and coaching others
- High standard of communication both written and verbal
- Capable of managing own workload with minimal supervision to tight deadlines
- Able to deal with challenging customer and staffing issues in a professional and supportive manner
- Willingness to offer ideas and solutions to develop process and procedure updates
- Able to work as part of on-call rotation
PREFERRED QUALIFICATIONS:
- Relative academic background or work experience, with a degree or equivalent qualification in Information Technology, Business Studies, Computing or relevant subject
- Experience in OKTA, Active Directory and Azure AD desired
- Experience within an ISP environment
- One or more of the following certifications: CompTIA A+; ITIL Foundations; Google IT Support; ServiceNow; OKTA Certified Professional; AWS Solutions Architect
Provalus is a purpose-driven organization committed to up-skilling American workers with jobs that have traditionally been sent overseas. With the demand for skilled technologists at an all-time high, Provalus hires and develops the best & brightest undiscovered talent in rural towns throughout the country to deliver professional and managed services in the areas of BPO & ITO. We’re bringing technology jobs back to America’s heartland by providing clients with superior business solutions performed by dedicated teams located in state-of-the-art technology centers. Our parent company, Optomi Professional Services, represents our full spectrum of talent services. OPS is a 100% U.S.-based firm dedicated to partnering with clients to fuel their technology initiatives. We provide skillset-focused support through two service channels: talent services and solutions.
