Senior Service Desk Analyst

#LI-Hybrid

Overview

The Senior Service Desk Analyst is responsible for providing advanced technical support and exceptional customer service to resolve IT-related Incidents and Service Request Fulfillment. This includes support for internal staff, contractors, Field Force users, and future state may include our members. This role supports users requesting assistance with end-user computer technology services (e.g., applications, SaaS solutions, computers, residential routers, mobile devices, and printers). The position involves troubleshooting, triaging, and resolving complex problems, as well as serving as a point of escalation for junior analysts. This includes collaboration with cross-functional teams to ensure timely resolution of technical issues and maintaining high levels of user satisfaction. The Sr. Service Desk Analyst will coordinate with the Service Desk Manager. This includes active participation in standard and Major Incident processes (i.e., active participation in standard and Major Incident processes.

Core Responsibilities

• Answers standard to complex support requests via telephone and other related
• technologies to our user community; provides technical advice, guidance, and informal
• training to customers using hardware and software programs. Troubleshoots and
• restores varying degrees of complex technical service and equipment problems by
• analyzing, identifying, and diagnosing faults/symptoms. Uses established processes and
• procedures.
• Escalates and coordinates Incidents and Service Requests as needed.
• Provides mentoring and guidance to junior Service Desk Analysts.
• Recommends procedures and controls for problem prevention.
• Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned
• Actively participates in the recommendations and contributions toward modernizing our support capabilities. Examples: multi-channel and AI options for
• CRM support (in-house or external), the CRM Customer Portal, future agency, and council website support.
• Actively assist the Manager with the processing of requests to the Service Desk to ensure courteous, timely, and effective resolution of end-user issues and requests.

Skills Qualifications

• Must have exceptional customer service skills. Proven experience improving the customer experience with IT Services.
• • Strong listening skills
  • Sound judgment in decision-making.
  • Analytical and critical thinking skills
  • Must have strong organizational, time management, and prioritization skills.
  • Must have the ability to provide recommendations for best practice ITIL and related industry standard continuous improvement efforts.
  • Must have experience successfully engaging third-party vendors and third-party delivered services.
  • Must be able to manage sensitive and often confidential information. Keen attention to detail.
  • Math skills (i.e., applicable in using Excel as needed)
  • Ownership and accountability for other related duties as needed by the Service Desk Manager.
  • Must be able to work independently without constant managerial supervision.
  • Flexible with schedule
  • This role requires daily interaction with our user community.

Education

Required:

• Bachelor’s degree in the field of computer science or business management or equivalent.
• 5 years of IT experience including roles in sr. technology service and support or equivalent combination of training and experience.
• Extensive knowledge in troubleshooting and resolving issues with computer hardware, software, SAAS solutions, mobile devices, and residential network equipment.
• Familiarity with the advanced principles of ITIL and Service Desk Best Practices.

  Preferred:

• Extensive application support experience with O365 Applications preferred.
• Experience with desktop operating systems, and networking.
• Proficient working knowledge of a range of diagnostic utilities.
• Knowledge and understanding of all relevant ITSM industry standards.
• ServiceNow hands on experience.

Physical Demands