SERVICE DESK ANALYST
We are seeking a skilled and analytical Service Desk Analyst to join our team at Parker's Kitchen. This role is pivotal in ensuring the smooth operation of our IT support services and facilities maintenance.
The ideal candidate will be responsible for managing maintenance invoices, providing budget reports, resolving escalated incidents, and enhancing our knowledge base.
This position requires a strong analytical mindset, technical proficiency, and a passion for delivering excellent customer service.
Responsibilities :
Ensure maintenance invoices received from vendors include a work order task number that
clearly defines the work performed on the associated task.
- Provide monthly and quarterly reports on facilities maintenance budget lines.
- Resolve escalated incidents from Tier 1 support.
- Review aging unqualified incidents and follow them to resolution, assisting when necessary.
- Review aging re-assigned incidents and follow them to resolution, requesting status updates from both internal and third-party sources to ensure timely closures and adequate incident closure details
- Identify gaps in the current knowledge base and write additional knowledge base articles for Tier 1 support utilization.
- Create and distribute documentation to end-users regarding ServiceNow enhancements and
new features.
Analyze and Report :
- Develop and analyze service desk metrics and KPIs to identify trends and areas for improvement for both IT and facilities maintenance calls.
- Create and maintain reporting metrics to track the performance of the service desk team, including ticket volume, and resolution rates for IT and facilities maintenance tickets, utilizing ServiceNow reporting.
- Collaborate with IT teams, facilities management, and vendors to gather data and insights related to service desk operations, including ticket volume, types of issues reported, and root cause analysis.
- Develop and present regular reports and dashboards to management, summarizing key findings, trends, and recommendations for improvement for both IT and facilities maintenance calls.
Process Improvement :
- Identify opportunities to streamline service desk processes and workflows, implementing automation and self-service solutions where applicable for both IT and facilities maintenance.
- Conduct regular reviews of vendor performance for both IT and facilities maintenance, analyzing metrics such as response times and resolution rates.
- Assist with the development and implementation of service desk training programs to enhance technical skills and improve customer service delivery for both IT and facilities maintenance calls.
Qualifications :
- Bachelor's degree in information technology, Computer Science, Business Analytics, Facilities Management, or related field preferred.
- Proven experience working in a technical support or help desk role, with a focus on data analysis and reporting for both IT and facilities maintenance.
- Strong analytical skills, with the ability to analyze complex data sets and identify trends and patterns for both IT and facilities maintenance calls.
- Experience with IT service management tools such as ServiceNow, with a demonstrated ability to utilize its reporting capabilities effectively.
- Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders for both IT and facilities maintenance.
- Ability to work independently and collaboratively in a fast-paced environment, with a strong focus on customer satisfaction for both IT and facilities maintenance.
Parker's Companies is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
Parker's does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state, or local laws.
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