Senior Service Desk Analyst

Senior Service Desk Analyst

Location:

local to CA or Remote but needs to travel to CA for in person interview

Duration: 12 Months

Interview Mode: person interview (San Francisco, California 94105)

Description:

The Senior Service Desk Analyst:

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions implementing solutions; escalating unresolved problems
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests
• Maintains call center database by entering information and document customer interaction
• Updates job knowledge by participating in educational opportunities and knowledge management
• Answers inquiries by clarifying desired information; researching, locating, and providing information
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests
• Maintains call center database by entering information and document customer interaction
• Updates job knowledge by participating in educational opportunities and knowledge management
• Develops appropriate reporting requirements by supervisor or manager
• Handles Subject Matter Expert inquiries and assist other team members
• Assists in the training of new-hires and assist in quality assurance activities

Requirements:

• At least two (2) years of FTE experience providing ITSM technical support on a service desk for an enterprise IT organization(s) of at least 5,000 end users.
• Possession of a current Information Technology Infrastructure Library (ITIL) Certification.
• Minimum 0 years experience. Minimum HS Diploma.