Senior Process Analyst
Boeing
ITSMServiceNow
IT Deskside Consultant
Long View Systems
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $64,999 per year
Job Level
Mid-LevelSenior
Tech Stack
ITSMLinuxServiceNow
About the role
- Serve as the primary operational lead for deskside support, overseeing daily activities and performance of deskside consultants
- Support incident management and change control processes to minimize disruptions within client environments
- Address and resolve escalations from deskside consultants, providing timely guidance and support
- Monitor deskside consultant performance to ensure SLAs are met and client needs are effectively addressed
- Foster a collaborative and high-performing team environment focused on continuous improvement and customer satisfaction
- Assist in resolving complex client inquiries and technical issues, ensuring a high standard of service delivery
- Analyze and report on KPIs related to support activities, including ticket volumes, resolution times, and customer satisfaction; identify trends and recommend process improvements
- Continuously evaluate and enhance support processes and procedures to improve operational efficiency and service quality
- Work directly with end users ranging from entry level to C-level executives on software, hardware and computing platform queries
- Onsite support at client location in Richardson, TX
Requirements
- 5+ years of IT experience with a focus on deskside support, including experience in a lead or supervisory role
- Proficiency in supporting Microsoft environments, including Office 365, Windows/Linux/Mac OS, and related hardware and software
- Proven ability to lead and manage a team, with experience in handling escalations and ensuring adherence to SLAs
- Understanding of ITIL Incident Management and its application in a deskside support environment
- Experience with ServiceNOW or similar IT service management tools
- Strong communication and organizational skills
- Strong diagnostic and troubleshooting skills, with the ability to handle complex technical and data issues independently
- Experience working with end users ranging from entry level to C-level executives
- Must be onsite at client location in Richardson, TX
