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Service Desk Analyst

2 months ago

bristol, United States Optomi Full time

Optomi, in partnership with a global leader in the entertainment and media industry, is seeking an Entry Level Service Desk Analyst to join their growing team in Bristol, CT


Responsibilities:

  • Serve as the main point of contact for handling incidents reported by stakeholders.
  • Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
  • Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
  • Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.
  • Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
  • Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
  • Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
  • Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.


Qualifications:

  • Bachelors Degree in a related field is required.
  • Typically has 0-1 years of relevant experience.
  • Ability to work well under pressure and manage priorities with urgent deliverables.
  • Ability to deliver incredibly high-quality results in a heavy multitasking environment.
  • Good communication and interpersonal skills for effective stakeholder and peer interaction.
  • Basic knowledge of incident management processes and best practices.
  • Familiarity with media streaming technologies, platforms, and protocols.


Preferred Qualifications:

  • Experience in working in media streaming, television broadcast, transmission, IT or related fields.
  • Technical background in digital media-related software or media technology support.
  • Excellent problem-solving skills and the ability to work efficiently under pressure.
  • Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification.