Service Desk Analyst Mclean,VA Brillio is forging ahead aggressively amidst the current COVID-19 situation and continues to hire for various roles globally - with all interviewing and on-boarding done virtually. Brillio has invested in the right capabilities to adapt to the new normal and empower its employees to operate seamlessly. All the new joiners, along with the Brillio family, will temporarily work remotely until it is safe to return to our offices. Read Brillio’s Chief Operating and Delivery Officer, Aftab Ullah’s statement about Brillio's hiring plans in the leading publications - The Times of India (https://tinyurl.com/ybw2ya9v) and The Week’s (https://tinyurl.com/ydhjltys) latest stories about the positive hiring sentiments of tech firms.Please find the JD Below,
Experience in application support service desk with hands on experience in preparing and presenting various report.
Receive the inbound call from users and record the requests in ticketing tool.
Monitor IT service desk queue and ensure tickets are properly categorized and assigned.
Follow up with support team and ensure incident/service tickets are closed with in SLA
Provide direct support to end users based on SOP document.
Act as a single point of contact during critical incidents and provide periodic update.
Ensure KPIS are monitored, evaluated, actioned, and reported.Perform trend analysis, reporting and communicate the finding to the management