Service Desk Analyst

SAIC • Colorado Springs, CO

12h

About The Position

The Service Desk Analyst is a dynamic role that serves as the first point of
contact for all N&NC customers requiring IT support. The analyst will provide
comprehensive service desk functions, including managing incidents and service
requests, using ITIL-compliant Service Desk systems to ensure effective tracking
and management of IT-related issues. This role demands a customer-centric
approach with a focus on delivering high-quality service and maintaining
real-time communication with customers regarding the status of their requests.

Responsibilities

• Implement, manage, and maintain ITIL-compliant Service Desk systems, such as incident tracking systems and self-help tools.
• Serve as the first point of contact for handling customer IT-related incidents and service requests through various channels including phone, email, chat, and self-service.
• Record, track, and document every incident and service request, ensuring clear communication and accurate data collection.
• Provide a customer-facing view to allow all N&NC customers, including subordinates, regions, and sectors, to check the status of their requests in real-time.
• Diagnose, prioritize, and escalate incidents and requests to the appropriate resources when necessary.
• Contribute to knowledge management systems with current information on solutions and troubleshooting steps.
• Proactively communicate incident status and resolution progress to customers and stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees