Senior Service Desk Analyst
Location- Richmond, VA(onsite)
Client: Virginia Retirement System
Visa – Open.
Job Description:
Seeking an experienced Senior Service Desk Analyst . The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. Client needs an individual who is passionate about customer service with experience leading fellow team members.
The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests.
Essential Duties and Responsibilities include the following. Other duties may be assigned. All work is performed with deadlines based on agency priorities.
Handle incoming calls resolving 70% or greater.
Route advanced issues to second level support teams.
Perform Password Resets
Answer general IT questions.
Mentor Jr Service Desk Agents
Work with Service Desk Manager to monitor team performance.
Monitor Service Desk ticket performance.
Skills and Abilities
Demonstrated ability to:
Ascertain and meet customer expectations
Work effectively and independently in a fast-paced team environment where priorities can rapidly change
Prioritize own work activities with minimal guidance and coaching
Solve complex problems through discovery and analysis with minimal guidance
Complete complex projects independently with minimal oversight and direction
Manage competing priorities to meet goals
Communicate effectively orally and in writing
Provide, maintain, and follow technical documentation
Demonstrated comprehensive knowledge of the following tools/technologies:
Windows 10 and 11
Service Desk Ticketing
Incident Management
Problem Management
Asset Management
Performance Management
Okta
Group Policy
Education and/or Experience
Candidates must have IT Education or 4 years' experience working in an IT Service Desk in a leadership role.