Senior Service Desk Analyst
h3 Technologies
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.
Vacancy posted 4 days ago
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