[Remote] Senior Service Desk Analyst - ITIL Certified, reputed company Voice, reputed company Connect reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company operates reputed company the critical middle layer of business technology, where applications and systems connect infrastructure to business processes. The Senior Service Desk Analyst role is to reputed company reputed company-line technical support for a large reputed company IT environment, resolving incoming service desk contacts using reputed company Connect and reputed company Service reputed company Voice.

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 reputed company sector / government programs
• Additional certifications (HDI, reputed company A+, reputed company certifications)
• Experience with reputed company and AI-assisted agent tooling

Benefits

• 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

reputed company is an IT services and reputed company that helps companies build application solutions and establish dynamic workflows. It was founded in reputed company, and is headquartered in White Plains, reputed company, USA, with a workforce of 51-200 employees. Its website is https://reputed company.io.

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