Urgent Requirement – Service Desk Analyst

JOB DESCRIPTION

Position: Service Desk Analyst
Location:  VRS, Richmond, VA (Onsite) (Please look for candidates from Richmond)
Contract Duration: Long Term  

Mandatory Degree and/or Certificate(s) from the resources:

Any relevant degree in Computer Science, Engineering, Science, Information Technology.
Any relevant certifications like ITIL Foundation Certification, HDI Support Center Analyst Certification, HDI Desktop Support Technician Certification,CompTIA A+ Certification

ROLES & RESPONSIBILITIES

Incident Logging and Tracking: 

Log all incoming incidents and service requests into the IT Service Management system with 100% accuracy within 15 minutes of receipt. 

Track the progress of each incident and ensure that updates are made within 15 minutes of any status change.

Initial Triage and Troubleshooting: 

Perform initial diagnosis of incidents, resolving 50% of incidents on first contact. 

Escalate unresolved incidents to appropriate teams within 30 minutes. 

Customer Communication: 

Provide timely and accurate updates to customers, ensuring at least one update per day for open incidents. 

Achieve a customer satisfaction rating of at least 90% in post-incident surveys. 

Knowledge Base Management: 

Contribute to the knowledge base by creating and updating articles weekly – a minimum of three per week. 

Ensure that at least 90% of knowledge-based articles are up-to-date and accurate. 

SLA Compliance: 

Ensure 95% compliance with SLAs for incident resolution and service request fulfillment noted in section 4 below. 

Monitor and report on SLA performance weekly. 

System and Process Improvement: 

Identify and recommend process improvements, contributing at least one improvement suggestion per month. 

Participate in continuous improvement initiatives and projects as assigned.