Address
Form of workA leading Richmond based tech services organization is looking for a Sr. Service Desk Analyst to manage the delivery of technical issue resolution and infrastructure support within an enterprise environment.
· Documents and submits incident resolutions to the knowledge database in order to assist other Service Desk Analysts with problem resolutions.
· Manage Service Desk queue management operations, as necessary
o Review tickets which have been assigned to the Service Desk via the IT Service management system
o Review, resolve, or route those tickets as appropriate
o Inform the Service Desk staff of critical incidents and provide routing, categorization, and related ticket data
· Participate in major incident bridge lines to provide feedback of call and ticket data relating to the incident and to pass along guidance to the other agents on progress.
· Provide status updates regarding major incidents to impacted users.
· Create, review, and publish knowledge base articles
· Assist in the development of junior team members, furnishing training on process and technology
· Provide meticulous, customer-focused support and handle escalations from other team members
Qualifications and Experience:
· 4+ years\u2019 relevant experience
· Associates degree or 2 years of relevant experience in a technical field or customer service environment.
· Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline
· ITIL Foundation V3 or V4 Certification
· Experience with Citrix a huge plus
