SERVICE DESK ANALYST SENIOR

This position provides Tier 1/Tier 2 customer support to users of supported Information Technology/Information Management systems. Responsible for assisting customers with the resolution of problems encountered. Identifies the nature of customer problems, to include loss of service, impact to the customer and the customer's needs for a resolution. Provides help desk services to over 1,800 customers by serving as a primary point of contact for problem resolution or direct inquiries. Actively participates in promoting a continuous improvement of workplace culture, through the use of teamwork, root cause problem solving, standard operating procedures, and review of performance metrics.