Mid-level Service Desk Liaisons (SDLs)

DMI•Atlanta, GA

7d•Onsite

About The Position

DMI, LLC is seeking a Mid Service Desk Liaisons (SDLs) to join their team. The SDL will act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution. This role involves providing guidance and training to users on IT policies, procedures, and self-service resources, as well as monitoring and tracking IT incidents and service requests to ensure timely resolution in accordance with SLAs. The SDL will escalate complex or high-priority incidents to the appropriate support teams or management, analyze incident trends, and recommend proactive solutions. Collaboration with IT support teams is key for efficient problem resolution and service delivery. The role also includes assisting in change management processes, identifying opportunities for service desk process improvements, maintaining accurate documentation, generating performance reports, providing first-level troubleshooting, and supporting the development of knowledge base articles.

Requirements

Bachelor of Science in Information Technology or other related field
2-4 Years of Experience supporting the Service Desk
Must be a U.S. Citizen

Nice To Haves

ITIL Preferred

Responsibilities

Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
Provide guidance and training to users on IT policies, procedures, and self-service resources.
Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
Escalate complex or high-priority incidents to the appropriate support teams or management.
Analyze incident trends and recurring issues, recommending proactive solutions.
Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
Assist in change management processes, ensuring users are informed of IT changes and system outages.
Identify opportunities for service desk process improvements to enhance user experience and efficiency.
Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
Generate reports on service desk performance, user feedback, and common technical issues.
Provide first-level troubleshooting for common technical problems and escalate when necessary.
Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.