Sr. Service Desk Analyst

A leading Richmond based tech services organization is looking for a Sr. Service Desk Analyst to manage the delivery of technical issue resolution and infrastructure support within an enterprise environment.

·         Documents and submits incident resolutions to the knowledge database in order to assist other Service Desk Analysts with problem resolutions.

·         Manage service desk queue management operations, as necessary

o   Review tickets which have been assigned to the Service Desk via the IT Service management system

o   Review, resolve, or route those tickets as appropriate

o   Inform the service desk staff of critical incidents and provide routing, categorization, and related ticket data

·         Participate in major incident bridge lines to provide feedback of call and ticket data relating to the incident and to pass along guidance to the other agents on progress.

·         Provide status updates regarding major incidents to impacted users.

·         Create, review, and publish knowledge base articles

·         Assist in the development of junior team members, furnishing training on process and technology

·         Provide meticulous, customer-focused support and handle escalations from other team members

Qualifications and Experience:

·         4+ years’ relevant experience

·         Associates degree or 2 years of relevant experience in a technical field or customer service environment.

·         Certified Help Desk Professional, MCP, MCSE, A+, or certificate in related discipline

·         ITIL Foundation V3 or V4 Certification

·         Experience with Citrix a huge plus