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Sr. Service Desk Analyst
Ref No.: 17-09762
Location: North Bergen, New Jersey
Position Type:Contract
Start Date: 05/25/2017
Title: Sr. Service Desk Analyst
Location: North Bergen, NJ
Duration: Ongoing / Long Term Contract
Rate: Competitive
Job Summary:

The Sr. Service Desk Analyst will be responsible for providing exemplary customer service while fulfilling the essential functions of the role. The Sr. Service Desk Analyst is the central point of contact for all users of technology, providing level 1 and 2 support for incident resolution and requests reported to the Service Desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding technical issues received from retail stores, corporate users, Field Leadership Team, and distribution centers via telephone, email, self-service or other means. The Sr. Service Desk Analyst is further responsible for the handling of escalated support calls from within the Service Desk and determining if a Service Outage exists when multiple, related incidents occur, then managing the outage process. The Sr. Service Desk Analyst is responsible for collecting and analyzing information through customer communications, accessing support tools, and additional support staff (service resources) as needed. Problems beyond the scope of the analyst's ability or responsibility are resolved by engaging in a timely manner other service resources as needed.

Essential Functions:
  • Identify, research and resolve technical problems while providing exceptional customer service; build strong relationships through in-depth problem understanding ensuring timely resolution or escalation, promptly communicating on progress, and handling customers with a consummately professional attitude.
  • Ensures the end-to-end customer experience and provides a single point-of-contact for the customer
  • Fulfills function of Service Outage lead and facilitator to the Service Outage Process when the Senior Analyst on Site, Initiates and coordinates outage communications, conference calls and any additional functions as requested by the outage technical leads in accordance with Service Outage Process.
  • Coach, mentor and train other analysts to assist with their professional development and growth in both technical and "soft” skills.
  • Act as escalation point for other analysts.
  • Participate in Projects as assigned
  • Will serve as backup to Service Desk Manager when needed, insuring ticket queue I properly managed, staff is appropriately distributed amongst tasks and insure the overall smooth functioning of the Service Desk. Will further assist in generation o periodic reports as directed.
  • Address and resolve incidents and requests; log all information in a timely manner and apply the appropriate classification to incidents and requests. Work with other IT and Business teams as appropriate to identify and resolve issues.
  • Maintain timely and accurate records of all incidents and requests utilizing the Service Desk ITSM tool. Follow-up to ensure that incidents are resolved, all work undertaken is clearly and concisely documented and database records reflect proper resolution.
  • Grows general knowledge of current products and services, increasing ability to resolve incidents and requests on first contact
  • Works with vendor support contacts to resolve technical problems with Point of Sale software and hardware.
  • Fosters a positive attitude and team player spirit with coworkers.
  • Walks associates through problem solving process
  • Ensures proper escalation to level 2 and/or 3 support teams as necessary for store or corporate incidents or requests
  • Maintains and protects confidentiality with regard to all aspects of terminations and or internal promotions/transfers of VS associates
  • Maintains the voicemail and email queues as assigned in rotation schedule
  • Participates in the on-call rotation to support of retail locations.