Senior Service Desk Analyst - Remote
CRH
- Atlanta, GA
- Permanent
- Full-time
- 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&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
- 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&A migration tasks relating to service desk responsibilities
- Bachelor's degree is preferred
- ITIL certification is preferred
- Microsoft certifications are preferred
- Previous experience as a Sr service desk role preferred
- 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 drive up to 4 hours for onsite services and meetings
- Must pass background check, alcohol and drug testing
- The position may require work outside of normal business hours in response to critical incidents or business-impacting project deliverables
- Highly competitive base pay
- Comprehensive medical, dental and disability benefits programs
- Group retirement savings program
- Health and wellness programs
- A diverse and inclusive culture that values opportunity for growth, development, and internal promotion