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Senior Service Desk Analyst : Remote
Location:
Atlanta, GA
Description:
Job ID: Exempt Oldcastle Infrastructure(TM), a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We're more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We're a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we're leading the industry with innovation and a safety:first mindset. Oldcastle Infrastructure : Built For Life from Oldcastle Infrastructure on Vimeo. Position Overview As a Senior Service Desk Analyst, reporting to the Help Desk Supervisor, you are responsible for overseeing the daily activity of the ServiceNow queue as well as participating as an active member of the team. This position will partner with the IT Service Desk Supervisor to deliver exceptional support to our employees through ServiceNow and the IT call queue. The individual that holds this position will be expected to lead by example, organize work, build reports, handle escalations, and help with ad hoc projects, and training. Key Responsibilities (Essential Duties and Functions) To perform this job successfully, an individual must be able to perform each essential duty satisfactorily : Act as escalation point for all requests and incidents: Drive tickets, deep dive and develop strategies for improvement: Oversee Solutions repository (KB) and ensure top quality solutions are available to the staff: Oversee the ServiceNow incident and request queue to ensure tickets are being handle in a timely manner: Assist with developing and maturing phone/ticket processes to ensure flow to resolution with escalation and information within the organization: Assist with reviewing technical support:related processes and documentation for continuous improvement: Act as a senior agent who will drive customer satisfaction through customer support: Provide Solutions and advice on technical issues: Assist IT Supervisor with meeting Service Desk Service Level Agreement and metrics: Provide support for future M and As through onsite support, remote support and device deployment: Provides coaching and mentoring to peers, assisting with troubleshooting, processes and procedures: Work to make Service Desk the single source of truth and service delivery channel for IT: Work to resolve advanced technical issue through ServiceNow tickets Minimum Qualifications : Sufficient education, training and/or work experience to demonstrate possession of the following knowledge, skills, and abilities: 5+ years of experience handling customer technical support calls: Previous experience as a Sr service desk role or above a plus: Expert Knowledge of Windows 7/10/11, Office 2010/2013/2016/O365 Suite and productivity tools and services: Hands on experience with Peripherals (printers, scanners, etc), ServiceNow, Active Directory, Mobile devices, VPN, and High Level Networking : Proxy Settings, Routers, Switches, Internet Modems, Ethernet: Experience with iOS and Android OS: Experience executing and leading M and A migration tasks relating to service desk responsibilities Preferred Qualifications : Bachelor's degree is preferred: ITIL certification is preferred: Microsoft certifications are preferred: Previous experience as a Sr service desk role preferred Work and Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job : Sitting for extended periods of time: Ability to safely lift up to 50 pounds: Ability to travel (overnight) as required based on business needs up to 25: Ability to
Posted:
May 17 on Tip Top Job
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More About this Listing: Senior Service Desk Analyst : Remote
Senior Service Desk Analyst : Remote is a Human Resource Analyst Job located in Atlanta GA. Find other listings like Senior Service Desk Analyst : Remote by searching Oodle for Human Resource Analyst Jobs.
Senior Service Desk Analyst : Remote is a Human Resource Analyst Job located in Atlanta GA. Find other listings like Senior Service Desk Analyst : Remote by searching Oodle for Human Resource Analyst Jobs.