Our client - a major utility firm based out of Westchester County, NY - has an immediate need for a Senior Service Desk Analyst / Technical Support. Details listed below:
The Senior Service Desk Analyst will be responsible for providing senior technical support and exceptional customer service to end-users within the organization. This role will leverage the Analyst’s extensive experience and expertise in IT support to resolve complex technical issues, mentor junior Service Desk analysts, and continuously improve the overall efficiency and effectiveness of the service desk operations.
Job Functions & Responsibilities:
• Technical Support: Provide expert-level technical support to end-users via phone, email, or in-person for hardware, software, network, and system-related issues. Analyze and troubleshoot complex incidents, identifying root causes and implementing long-term solutions to minimize recurring problems. Ticket Management & Service Level Agreement (SLA) Compliance: Monitor Service Desk queue and ticket handling to meet or exceed response and resolution SLA targets for incidents and requests, ensuring Service Desk performance aligns with organizational standards. Take ownership of escalated tickets from junior analysts and effectively manage them through to resolution / fulfilment, ensuring timely updates and closure. Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the service desk's scope.
• Mentoring and Training: Coach and mentor junior service desk analysts, sharing best practices, and helping them develop their technical skills and customer service capabilities. Conduct training sessions and knowledge sharing activities to improve the team's overall knowledge base.
• Process Improvement: Proactively identify opportunities to enhance service desk processes, tools, and procedures to optimize efficiency and user satisfaction. Participate in regular service desk review meetings, providing valuable insights and suggestions for improvement. Documentation and Knowledge Management: Maintain and update a comprehensive knowledge base to ensure accurate and up-to-date information for both the service desk team and end-users. Documentation maintenance using ServiceNow Knowledge articles, troubleshooting steps, solutions, and workarounds for complex issues. Customer Satisfaction: Prioritize user satisfaction and consistently deliver exceptional customer service, fostering a positive and supportive Service Desk environment. Technology Adoption: Stay updated with the latest technology trends and IT best practices, suggesting innovative approaches to enhance service delivery and user experience.
• Strong knowledge of ITIL best practices and incident management processes.
• Proficiency in troubleshooting hardware, software, network, and system-related problems.
• Excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Demonstrated leadership capabilities, with the ability to mentor and guide junior analysts. Demonstrated work experience with ServiceNow.
Education & Certifications:
• Bachelor’s degree in computer science, Information Technology, or related field (or equivalent experience).
• 10-15 years of experience in an IT Service Desk or technical support role, with a proven track record of handling complex technical issues.
• 10-15 years of experience in Customer Service Demonstrated work experience with ServiceNow. IT certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (SCA) are a plus.
For Immediate Response call 732-876-7640, or send your resume to RecruiterPC@Trigyn.com
TRIGYN TECHNOLOGIES, INC. is an EQUAL OPPORTUNITY EMPLOYER and has been in business for 35 years. TRIGYN is an ISO 9001:2015, , ISO 27001:2013 (ISMS),ISO 20000:2018 and CMMI Level 5 certified company.