Service Desk Analyst

Job Summary:


The Service Desk Analyst in Richmond, VA is responsible for providing first-level technical support by logging, tracking, and resolving IT incidents and service requests efficiently. This role involves initial troubleshooting, escalating issues as needed, maintaining clear communication with customers, and contributing to knowledge base management to improve service quality and compliance with SLAs.

Responsibilities:

• Log all incoming incidents and service requests with 100% accuracy within 15 minutes of receipt.
• Track and update the progress of each incident within 15 minutes of any status change.
• Perform initial diagnosis and resolve 50% of incidents on first contact.
• Escalate unresolved incidents to appropriate teams within 30 minutes.
• Provide timely and accurate updates to customers, ensuring at least one update per day for open incidents.
• Maintain a customer satisfaction rating of at least 90% in post-incident surveys.
• Create and update a minimum of three knowledge base articles weekly.
• Ensure 90% of knowledge base articles remain up-to-date and accurate.
• Ensure 95% compliance with SLAs for incident resolution and service request fulfillment.
• Monitor and report on SLA performance weekly.
• Identify and recommend process improvements, contributing at least one suggestion per month.
• Participate in continuous improvement initiatives and assigned projects.

Required Skills & Certifications:

• Strong knowledge of IT Service Management (ITSM) tools and processes.
• Experience in incident logging, tracking, and troubleshooting.
• Excellent communication skills for customer interaction.
• Ability to work under SLA requirements and maintain high accuracy.
• Proficiency in knowledge base management and documentation.

Preferred Skills & Certifications:

• Certifications such as ITIL Foundation or equivalent IT service management credentials.
• Experience with continuous improvement methodologies.
• Familiarity with escalation procedures and incident management best practices.

Special Considerations:

• Strict adherence to incident logging and update timeframes (within 15 minutes).
• Maintain customer satisfaction with timely communication.
• Commitment to SLA compliance and regular performance reporting.
• Participation in ongoing process improvement initiatives.

Scheduling:

• Full-time position with a 4-year duration.
• Work schedule aligned with service desk operational hours (details not specified).