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Sr Service Desk Analyst
1 month ago
Job Title: Service Desk Analyst
Location: San Diego, CA 92130
Type: Contract-to-Hire, 100% Onsite
Schedule: M-F; 8 am - 5 pm PST
Salary Range: $30 - $38 per hour
JOB SUMMARY:
The Service Desk Analyst provides oversight of the day-to-day operational tasks related to the Service Desk to ensure quality support and timely issue resolution. The Service Desk Analyst will act as the first point of contact for all escalated issues from the Analysts and be responsible for executing the IT employee onboarding and offboarding process.
ESSENTIAL JOB FUNCTIONS:
- Ensure end-user expectations are met, providing excellent customer service.
- Act as the first point of escalation for Service Desk Analysts, investigating and escalating incidents appropriately.
- Serve as the primary contact for the IT Service Desk Manager for all day-to-day service desk operational needs.
- Participate in regular IT Service Desk team projects.
- Assist other IT teams with tasks as directed by the IT Service Desk Manager.
DUTIES:
- Manage IT service desk tickets, ensuring timely issue assignment and resolution, and detailed issue documentation.
- Oversee the daily unassigned ticket queue.
- Provide primary support to end-users, maintain regular communication throughout the ticket lifecycle, and document resolutions within the ServiceNow platform.
- Research, resolve, and respond to incidents in ServiceNow in accordance with SLAs set by the Service Desk Manager.
- Work with third-party vendors when necessary to resolve Service Desk incidents.
- Support audio and video conferencing as well as the corporate phone system through Microsoft Teams.
- Assist in automating recurring processes and tasks to improve efficiency.
- Create and maintain ServiceNow Knowledge Base articles for internal IT and general employees.
- Deliver periodic training for employees on common end-user IT topics and tools.
- Follow industry trends of new or enhanced technology and suggest technology upgrades and options to the organization.
- Update and maintain Software Asset Management / Hardware Asset Management
- Create and maintain relationships with multiple software, hardware, and other third-party vendors.
- Foster strong trust and relationships with end-users to provide quality Service Desk support and communication to all team members.
- Maintain strong working relationships with all IT staff to work collaboratively.
- Work closely with the People Success, Facilities, and Talent Acquisition teams for employee onboarding, offboarding, and employee changes.
REQUIRED QUALIFICATIONS:
- Critical thinking and problem-solving skills.
- Excellent time management skills.
- Ability to work in a dynamic office environment and a team environment.
- Ability to work independently and follow through on assignments with minimal direction.
- Good verbal and written communication skills.
- Ability to effectively present in front of large audiences.
- Excellent knowledge of Microsoft Windows and Office applications.
- Active Directory experience preferred.
Education and Experience:
- Bachelor's degree from an accredited university in Computer Science, Information Systems, or a combination of experience and study is desirable. Will consider excellent qualifications in lieu of degree.
- Minimum 5 years direct work experience in an Information Technology Help Desk capacity, including all aspects of hardware & software support.
- Experience with Windows and Mac troubleshooting.
- 1-2 years' experience supervising others is preferred.
- Experience in managing full life cycle hardware & software projects, large-scale systems deployment, and/or information technology initiatives, preferably in Real Estate.
Certificates, licenses, or registrations:
- ITILv4 Certification preferred.
- A+, Network+, Security+ preferred.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
