Sr. Service Desk Analyst
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Sr. Service Desk Analyst
Ref No.: 17-08699
Location: Alexandria, Virginia
Position Type:Contract
Start Date: 12/19/2016
Title: Sr. Service Desk Analyst
Location: Alexandria, VA
Duration: Short-term contract (40 hrs/week)
Salary: DOE

Timeline:
  • Job offer- by EOD 9/21/17
  • Start Date- Monday, 10/2/17
  • End Date- 12/31/17
ESSENTIAL DUTIES
  • Problem Management. Ensure efficient flow of problem tickets through problem management process. Enforce process and standards, and work to improve process.
  • Execute standard operating procedures. Facilitate system changes or deployments that may affect volumes at the Service Desk.
  • Problem Ownership: Owns a specific problem from its originating incident until its resolution.
  • Responsible for day-to-day operation of traffic and media systems. Resolves problems and implement changes for traffic and media systems.
  • Reporting. Week-to-week and monthly statistic and management reporting. Regular communication with Product Management Director to provide assessment of problem report trends.
  • Liaison. Communicate and coordinate problems and activities between Product Development Technologies and users.
  • Outage Management. Provide management leadership and coordination for incidents which involve large-scale or high-profile outages. Ensure proper follow-up and resolution for Problems which cause large-scale or high-profile outages.
  • Training. Arranging staff training and awareness sessions.
MINIMUM EXPERIENCE REQUIRED
  • At least 2 - 3 years of experience in Help Desk Management
  • Experience training and assisting users with varying skill levels to use web-based tools is required
MINIMUM EDUCATION/TRAINING REQUIRED:
  • A Bachelor's Degree Information Systems, or equivalent experience, is required
  • ITIL Certification strongly desired
OTHER SKILLS/ABILITIES REQUIRED
  • Effective time management skills, with the ability to manage competing priorities
  • Possess a "can-do” style and a demonstrated interest in understanding the business
  • A commitment to "making it easy " for the end users
  • Strong written and verbal communications skills
  • Ability to apply one's own techniques and initiative to develop or enhance processes and procedures
  • Ability to work well both independently and in team Day to Day demands (OT Determination)
  • Problem Management. Ensure efficient flow of problem tickets through problem management process. Enforce process and standards, and work to improve process. Execute standard operating procedures. Facilitate system changes or deployments that may affect volumes at the Service Desk.
  • Problem Ownership. Owns a specific problem from its originating incident until its resolution.
  • Subject Matter Expert. Provide specialized knowledge in KIDS Channel applications and usage.
  • Technician. Responsible for day-to-day operation of traffic and media systems. Resolves problems and implement changes for traffic and media systems.
  • Reporting. Week-to-week and monthly statistic and management reporting. Regular communication with Product Management Director to provide assessment of problem report trends. „
  • Liaison. Communicate and coordinate problems and activities between Product Development Technologies and users.
  • Outage Management. Provide management leadership and coordination for incidents which involve large-scale or high-profile outages. Ensure proper follow-up and resolution for Problems which cause large-scale or high-profile outages.
  • Training. Arranging staff training and awareness sessions