Help Desk Lead Analyst/Mgr

  • location: Liberty Corner, NJ
  • type: Temp to Perm
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job description

Help Desk Lead Analyst/Mgr

job summary:
Our client has a long term contract to possible perm opportunity available for an experienced Lead Help Desk/Service Desk Analyst.

Candidate will responsible for supervising an offsite service desk and also act as the liaison between the service desk team and internal IT teams.

  • Act as a SPOC for the offsite Service Desk team to support daily operations
  • Serve as an escalation manager to ensure incidents are routed appropriately and SLA's are being met
  • QA Service Desk processes to evaluate performance and effectiveness
  • Responsible for unplanned and planned outage communications process
  • Responsible for the communication of changing and emerging technology to the Service Desk as well as the development of knowledge articles
  • Review, update and communicate runbook changes
  • Participate in related project work as needed
  • Develop reporting metrics as needed
  • Service Now Experience strongly preferred with incident, problem, knowledge and service request catalog
  • Experience writing knowledge articles and driving continuous improvement projects preferred
ADDITIONAL RESPONSIBILITIES:

Handling escalations and ensuring that service levels are achieved and being managed.

QA of services and processes of the vendor.

Day to day incident and problem management

End user communications especially with projects and large rollouts.

Review, update and communicate process changes (continuous improvement mindset)

Service Now Experience strongly preferred with Incident, problem, knowledge and service request catalog

Oversee IT service desk personnel and ensure that end users are receiving the appropriate technical assistance.

 
location: Liberty Corner, New Jersey
job type: Contract
work hours: 8 to 6
education: Associates
 
responsibilities:
Our client has a long term contract to possible perm opportunity available for an experienced Lead Help Desk/Service Desk Analyst.

Candidate will responsible for supervising an offsite service desk and also act as the liaison between the service desk team and internal IT teams.

  • Act as a SPOC for the offsite Service Desk team to support daily operations
  • Serve as an escalation manager to ensure incidents are routed appropriately and SLA's are being met
  • QA Service Desk processes to evaluate performance and effectiveness
  • Responsible for unplanned and planned outage communications process
  • Responsible for the communication of changing and emerging technology to the Service Desk as well as the development of knowledge articles
  • Review, update and communicate runbook changes
  • Participate in related project work as needed
  • Develop reporting metrics as needed
  • Service Now Experience strongly preferred with incident, problem, knowledge and service request catalog
  • Experience writing knowledge articles and driving continuous improvement projects preferred
ADDITIONAL RESPONSIBILITIES:

Handling escalations and ensuring that service levels are achieved and being managed.

QA of services and processes of the vendor.

Day to day incident and problem management

End user communications especially with projects and large rollouts.

Review, update and communicate process changes (continuous improvement mindset)

Service Now Experience strongly preferred with Incident, problem, knowledge and service request catalog

Oversee IT service desk personnel and ensure that end users are receiving the appropriate technical assistance.

 
qualifications:
Our client has a long term contract to possible perm opportunity available for an experienced Lead Help Desk/Service Desk Analyst.

Candidate will responsible for supervising an offsite service desk and also act as the liaison between the service desk team and internal IT teams.

  • Act as a SPOC for the offsite Service Desk team to support daily operations
  • Serve as an escalation manager to ensure incidents are routed appropriately and SLA's are being met
  • QA Service Desk processes to evaluate performance and effectiveness
  • Responsible for unplanned and planned outage communications process
  • Responsible for the communication of changing and emerging technology to the Service Desk as well as the development of knowledge articles
  • Review, update and communicate runbook changes
  • Participate in related project work as needed
  • Develop reporting metrics as needed
  • Service Now Experience strongly preferred with incident, problem, knowledge and service request catalog
  • Experience writing knowledge articles and driving continuous improvement projects preferred
ADDITIONAL RESPONSIBILITIES:

Handling escalations and ensuring that service levels are achieved and being managed.

QA of services and processes of the vendor.

Day to day incident and problem management

End user communications especially with projects and large rollouts.

Review, update and communicate process changes (continuous improvement mindset)

Service Now Experience strongly preferred with Incident, problem, knowledge and service request catalog

Oversee IT service desk personnel and ensure that end users are receiving the appropriate technical assistance.

 
skills: Our client has a long term contract to possible perm opportunity available for an experienced Lead Help Desk/Service Desk Analyst.

Candidate will responsible for supervising an offsite service desk and also act as the liaison between the service desk team and internal IT teams.

  • Act as a SPOC for the offsite Service Desk team to support daily operations
  • Serve as an escalation manager to ensure incidents are routed appropriately and SLA's are being met
  • QA Service Desk processes to evaluate performance and effectiveness
  • Responsible for unplanned and planned outage communications process
  • Responsible for the communication of changing and emerging technology to the Service Desk as well as the development of knowledge articles
  • Review, update and communicate runbook changes
  • Participate in related project work as needed
  • Develop reporting metrics as needed
  • Service Now Experience strongly preferred with incident, problem, knowledge and service request catalog
  • Experience writing knowledge articles and driving continuous improvement projects preferred
ADDITIONAL RESPONSIBILITIES:

Handling escalations and ensuring that service levels are achieved and being managed.

QA of services and processes of the vendor.

Day to day incident and problem management

End user communications especially with projects and large rollouts.

Review, update and communicate process changes (continuous improvement mindset)

Service Now Experience strongly preferred with Incident, problem, knowledge and service request catalog

Oversee IT service desk personnel and ensure that end users are receiving the appropriate technical assistance.


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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