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IT Service Desk Lead Analyst
2 months ago
Job Summary:
The Service Desk Lead Analyst is responsible for managing service desk operations, ensuring timely resolution of tickets, and tracking service metrics. This role involves troubleshooting technical issues, maintaining positive relationships with clients, and leading a team to improve service quality.
Key Responsibilities:
- Manage service desk operations, including ticket escalation and complaint management.
- Oversee vendor assignments and escalations, and troubleshoot system/network issues.
- Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures.
- Provide off-hour support to avoid any service impact to the customer.
- Write manuals and standard operating procedures for users to describe functionality, installations, and other actions.
- Create processes, SOPs, and documentation for the Service Desk team to enable them to provide quality service.
- Provide end-user support, including end-point support for desktops, laptops, AIO, tablets & KIOSKs.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or related disciplines.
- Microsoft certification preferred.
- Cisco Certification preferred.
- ITIL certification preferred.
- 4 to 6 years of experience in a similar role, with experience managing systems in a large enterprise environment.
- Strong overall communication skills and ability to communicate technical concepts and issues to non-technical individuals.
About Serco North America:
Serco North America is a leading provider of professional services and technology solutions to the U.S. government and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers.
