Senior Service Desk Analyst
1 month ago
We are seeking a highly skilled Senior Service Desk Analyst to provide exceptional support to our Federal Government customer. As a key member of our team, you will be responsible for delivering efficient and effective ICT Service Desk, Management, and Support services.
Key Responsibilities:
- Provide prompt and effective resolution of Incidents and Service Requests.
- Manage calls from initiation to resolution, ensuring customer satisfaction and setting clear expectations.
- Deliver a high level of customer service through all communications.
- Respond efficiently to contacts in accordance with Service Level Agreements, Operational Level Agreements, and Key Performance Indicators.
- Stay up-to-date with and comply with all procedures applicable to the Service Desk.
- Record all activities performed as part of issue or query management in our standard service management software.
- Ensure familiarity with and compliance to all Security policies applicable to the operation of the Service Desk.
- Make all possible attempts to resolve Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures, and scripted questions.
Requirements:
- 2-3 years of proven experience as a Service Desk Analyst or similar role.
- Baseline clearance required.
Why Fujitsu?
We are an organization that values fairness, equality, and diversity, promoting a culture of inclusivity and respect. We offer tailored career paths, excellent reputation, and best-in-class reward and recognition programs. Our customers trust us, and we strive to deliver exceptional service.
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