Job Summary

Help Desk Analyst

  • Location:
    Waltham , Massachusetts
  • Category:
    Information Systems
  • Contract Type:
  • Job reference:

Job title: Help Desk Analyst
Our client, a highly successful utility organization is seeking a Help Desk Analyst to join their team.
As part of the Office 365 implementation there is a requirement to co-ordinate with suppliers and triage service desk tickets from the Service Now tool to the supplier ITSM tool.
This covers Incidents and Service Request Tickets that are raised into NG SNOW. Incident Tickets outside of Post Implementation Support will need to be triaged to the enduring O365 support team.
Job Purpose:

  • 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 analysing 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
Experience Required:

  • 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.  

Qualifications Required:
ITIL Qualification in relevant discipline/s desired.
To learn more about this great opportunity to work on a large enterprise help desk, apply today or call 315-233-4067.  Must be local and able to interview in person.  No third party vendors.  

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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