Service Desk Analyst Summary: The Service Desk Analyst gathers, interpret, and uses complex data to recommend actionable steps that will improve processes and optimize results for the IT Service Delivery Department. This role works in collaboration with leadership to understand IT objectives and goals to align with the organization vision. The Analyst must stay current with best practices regarding IT standards, guidelines, and help implement technology solutions in a cost-effective way. Primary... more details
Service Desk Analyst
Summary:
The Service Desk Analyst gathers, interpret, and uses complex data to recommend actionable steps that will improve processes and optimize results for the IT Service Delivery Department. This role works in collaboration with leadership to understand IT objectives and goals to align with the organization vision.
The Analyst must stay current with best practices regarding IT standards, guidelines, and help implement technology solutions in a cost-effective way. Primary skills will include, analyzing data using advanced skills in data gathering, root cause analysis, and other techniques to leverage information from technology systems to explain activity and solve business problems. An essential aspect of this position is to take substantial quantities of data and analytic results and condense them into a coherent story with clear, easy-to-follow conclusions. The results, informed by knowledge of the business, will be used to make actionable recommendations. This position requires a quantitative aptitude, a broad understanding of math, statistics, business, hands-on data analysis, and strategic thinking skills.
The analyst will recommend processes to automate reporting functions, define and create new metrics, and report layouts with the best visual aids to be reviewed by senior leaders and colleagues. This role will contribute significantly to enhancing the efficiency of the entire I.S. Organization.
Accountabilities:
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.
Qualifications for the Role:
Associate’s 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.
Job Abstracts is an independent Job Search Engine. Job Abstracts is not an agent or representative and is not endorsed, sponsored or affiliated with any employer. Job Abstracts uses proprietary technology to keep the availability and accuracy of its job listings and their details. All trademarks, service marks, logos, domain names, and job descriptions are the property of their respective holder. Job Abstracts does not have its members apply for a job on the jobabstracts.com website. Additionally, Job Abstracts may provide a list of third-party job listings that may not be affiliated with any employer. Please make sure you understand and agree to the website's Terms & Conditions and Privacy Policies you are applying on as they may differ from ours and are not in our control.
Welcome to Job Abstracts
We would like to take a second to Welcome You to Job Abstracts, the nation’s largest Pure Job Board. With over 3.1 million job listings from 15,000+ Companies & Organizations, we help job searchers find careers that match their interests. As an anonymous user, you have probably discovered how easy our system is to use. However, you have just scratched the surface of what we can offer.
We encourage you to Register so you can use our most powerful features: searching with multiple terms, setting up multiple locations, establishing favorite companies, and accessing your search history. If you find a job you like, you can apply directly for it, and then, keep notes on it. We will also keep a lookout for jobs that match your search terms and email you when we find something you may like.
You can register for free and the system is free to use. If you like our system so far, click on Register and unlock the power required by serious job searchers.
Any time you conduct a search, the system shows you job matches, ranked by their Relevance Score (RS).
The score is calculated by a proprietary algorithm that uses Intelligent Machine Learning.
The Relevance Score tells you how well the job opportunity matches your search term or terms.
When not logged in, the system is limited to one search term. Scores for single term matches are usually lower.
When you register, log in, and set up multiple terms prioritized by importance, the jobs found for you will receive a much higher Relevance Score.