Job Description :
Company Overview:
Creating value by bringing together the right people to achieve results is our motto. Our clients and employees say they choose to work with us because of how we work with them - with service that exceeds their expectations and a personal commitment to their success.
Our client, one of the largest distributors of natural gas in the northeast US, serving customers in NY, MA, and RI seeks an accomplished Help Desk Analyst.
* Candidate must be authorized to work in USA without requiring sponsorship *
Description:
As part of Office 365 implementation there is requirement to co-ordinate with suppliers and triage service desk tickets from Client to the supplier ITSM tool. This covers Incidents and Service Request Tickets that are raised into Client. Incident Tickets outside of Post Implementation Support will need to be triaged to the enduring O365 support team.
O365 go-live and handling of P3/P4 incidents for Client (Nov''17) for an initial 5 months’ period until end of March ''18. Ad-hoc Incident and service Request analysis.
This resource will have access to the supplier ITSM tool to route tickets from Client.
Responsible for monitoring ticket queues and ensuring Incident and Service Request tickets are correctly routed.
Responsible for monitoring tickets throughout the incident lifecycle and intervening to avoid process or quality breaches.
Responsible for analyzing and verifying ticket quality via random sampling and other means.
Responsible for accepting, updating, assigning and closing the tickets based on the updates received from Avanade managed service
Reporting to the incident manager the hourly status of the operation, escalating issues as required.
Supporting the incident manager in implementing change to deliver benefits to the end user via process and working practice improvements.
Responsible for some reporting of ticket volumes where required.
Requirements:
Experience of incident management and ITIL service operations.
At least 1 years’ experience working in an incident management team or service operation environment.
Demonstrable ability to work accurately, efficiently and in a timely manner without supervision.
A swift worker who is able to cope with high volumes of work, completing tasks within the allotted time.
Ability to analysis data, act on findings and co-ordinate with support teams and report back on status and progress.
ITIL Qualification in relevant discipline/s desired.
I''d love to talk to you if you think this position is right up your alley.
If you''re looking for rewarding employment and a company that puts its employees first, we''d like to work with you. We''re driven, people driven.
NOTE: Candidates that are offered a position are required to pass pre-employment drug and background screening. Qualified candidates with criminal histories, are considered in a manner that is consistent with local, state and federal laws.