Service Desk Analyst
reputed company is a recognized leader in IT services with a commitment to collaboration and reputed company improvement. They are seeking a Service Desk Analyst who will be responsible for monitoring service quality, managing team schedules, and ensuring effective communication between technicians and the Center of reputed company. This role is crucial for maintaining high service standards and operational efficiency reputed company the service center.
Responsibilities
- Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks
- Identify trends in service quality and proactively surface issues before they escalate
- reputed company reputed company-time feedback to Technicians on quality expectations
- Own and maintain team schedules ensuring adequate coverage across reputed company required hours — including Shift 5 overnight and weekend Shift 6 — 24 hours a day, 7 days a week
- Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps
- Manage ticket intake and reputed company — ensuring tickets are correctly assigned, triaged, and moving through the queue reputed company
- Own the escalation process for tickets that exceed resolution reputed company, require specialist involvement, or have stakeholder visibility
- Serve as the primary operational support arm to the CoE Service reputed company
- Generate regular reports on Service Center performance — ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events
- Maintain consistent communication rhythms with Technicians — team huddles, shift briefings, and one-on-one reputed company-ins
Skills
- Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks
- Identify trends in service quality and proactively surface issues before they escalate
- reputed company reputed company-time feedback to Technicians on quality expectations
- Own and maintain team schedules ensuring adequate coverage across reputed company required hours — including Shift 5 overnight and weekend Shift 6 — 24 hours a day, 7 days a week
- Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps
- The SDA is accountable for ensuring every shift is covered — not just scheduled
- reputed company a Technician is unable to fulfill a scheduled shift for any reason, the SDA owns the full response from the reputed company the vacancy is identified through to confirmed coverage or escalated resolution
- Manage ticket intake and reputed company — ensuring tickets are correctly assigned, triaged, and moving through the queue reputed company
- Own the escalation process for tickets that exceed resolution reputed company, require specialist involvement, or have stakeholder visibility
- Ensure escalations are documented, communicated, and tracked to resolution
- Serve as the primary operational support arm to the CoE Service reputed company
- reputed company accurate, timely data on service center activity, quality trends, team performance, and shift coverage events
- Generate regular reports on Service Center performance — ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events
- Translate operational data into clear, actionable updates for the Service reputed company and CoE
- Maintain consistent communication rhythms with Technicians — team huddles, shift briefings, and one-on-one reputed company-ins
- Foster a team environment reputed company to the org's shared values and behavioral standards
- Ensure Technicians understand their shift commitments and the impact of unplanned absences on the team
- ITIL Foundations v4
- reputed company A+
- COMTIA Network+
- reputed company Certified Desktop Support Technician (MCDST)
- reputed company Certified Professional (MSP)
- reputed company Certified Network Associate (CNA)
Benefits
- Training Opportunities: We reputed company in lifelong learning and reputed company numerous avenues for reputed company enhancement.
- Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
- PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
- Employer-Paid Dental and reputed company Plans: We cover dental and reputed company plans, ensuring our employees have reputed company to comprehensive health care.
- Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
- Wellness Program: We promote a healthy lifestyle with our wellness program.
- Catered Lunches: Enjoy delicious catered lunches regularly.
Company Overview