Service Desk Analyst
Prosum
- California
- Permanent
- Full-time
- Analyze performance of the company's IT activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service.
- Collaborate with other departments to identify and analyze data metrics on behaviors and activity trend.
- Provide clear and concise statistical reporting.
- Assess need for any system reconfigurations based on trends and make recommendations.
- Contribute to the development of Knowledge Management for efficiency of issue resolution.
- Ability to conform to shifting priorities, demands, and timelines.
- Work with on-site and remote teams collaboratively. Ability to work independently with minimal supervision.
- On-call duties required as needed.
- Eighty percent remote work with expectations to be on-site as needed.
- Other duties as assigned.
- Associates Degree in related field required
- Minimum of 2 years experience in IT or related experience
- Experience with reporting and ticketing tools (ServiceNow, advanced Excel, SQL, dashboarding/ reporting/ visualization platform)
- Demonstrated knowledge of report evaluation and analytics
- Experience implementing and supporting service-oriented tools.
- Experience in service-related concepts, practices and procedures including ITIL methodologies.
- Demonstrated knowledge of Service Level Agreements and Service Delivery deliverables
- Analytical expertise to ensure quality and accuracy of data, process, design, and presentation.