We are conducting a search for Service Desk Analyst for one of our Clients. This will be an on-site position based in Newark, NJ
Position: Service Desk Analyst
Location: Newark, NJ
Job Length: 6-month contract
1st shift 7:30am to 4:30- Hybrid schedule
Roles and Responsibilities
Field end user phone calls, emails, and alerts, and submit tickets accordingly.
Provide first & second level of support to end users, properly identifying and diagnosing reported issues and requests with the mindset of resolving upon first contact or remaining engaged with the client via proper follow up and communication, ensuring closure.
Escalate tickets to the appropriate channels when required to ensure incidents and requests are resolved in a timely fashion and within the SLA.
Proactively monitor ticket queues, prioritizing incidents and requests, taking immediate action or escalating issues as required. Identify real time trends for potential recurring or major issues and communicating findings to the proper support teams and management
Ensure all tickets are properly managed with complete and accurate information. Perform ticket trending and analysis of recurring issues and provide suggestions for reducing tickets, improving issue resolution, optimizing client satisfaction and the overall customer IT experience.
Create knowledge articles, maintain an active knowledge base, and follow processes based on ITIL principles and best practices. Actively participate in process improvement through training and collaboration with both service desk and support team members.
Stay informed of new technology, features, and functionality as they are deployed to provide optimal client support. Offer suggestions for improvements of current technology in production or available for implementation.
Education, Experience and Qualifications: