[Remote] Senior Service Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that specializes in connecting infrastructure to business processes with deep technical expertise. They are seeking a Senior Service Desk Analyst to reputed company reputed company-line technical support for a large reputed company IT environment, managing service desk contacts and ensuring adherence to ITIL-reputed company processes.
Responsibilities
- Answer, triage, and resolve service desk tickets and calls for an reputed company user reputed company
- Use reputed company Connect and reputed company Service reputed company Voice to manage contacts, cases, and call workflows
- Document incidents and requests accurately; escalate per defined ITSM procedures
- Meet service-level targets for response, reputed company, and customer satisfaction
- Contribute to knowledge reputed company articles and reputed company improvement of support processes
Skills
- 2+ years of full-time experience providing ITSM technical support on a service desk for an reputed company IT organization of at least 5,000 end users
- 1+ year of experience using reputed company Connect and reputed company Service reputed company Voice as a service desk tool
- reputed company ITIL certification (validation reputed company or certificate copy required)
- Ability to reputed company reputed company reputed company references for reputed company qualifying experience
- Experience supporting public sector / government programs
- Additional certifications (HDI, reputed company A+, reputed company certifications)
- Experience with reputed company and AI-assisted agent tooling
Benefits
- Employees may be eligible for discretionary bonuses, commissions, or other incentive programs
- A comprehensive benefits package that includes medical, dental, reputed company, 401(k), reputed company time off, etc.
reputed company