Our client is currently seeking a Lead Help Desk Analyst. This is a direct hire / perm opportunity requiring of onsite work capability in St. Louis, MO.
Lead Service Desk Analyst
Location : St. Louis, MO (Onsite work required)
Responsibilities :
- Oversee all processes related to Service Desk operations.
- Monitor the work of Service Desk staff and share updates and concerns with the Service Desk Manager.
- Provide ongoing training in technology, procedures, and service quality standards to Service Desk Technicians.
- Create and maintain detailed Help Desk documentation (KBAs).
- Identify opportunities for automation and assist in developing automation systems.
- Participate in research, planning, scoping, implementation, and ongoing support for projects.
- Maintain an inventory of hardware, software, and support assets.
- Provide tier 1, tier 2, and tier 3 IT support.
- Enforce IT standards and educate associates on compliance issues.
- Lead meetings and work sessions to determine status and remove blockers for the team.
- Define M&A requirements, scope, and objectives in collaboration with IT Project Managers.
- Direct M&A project correspondences, including action plans, proposals, memos, and meeting minutes.
- Manage integration, analysis, and assessment of plans and strategies across multiple projects.
- Monitor and follow up on implemented technologies for long-term success.
- Motivate the team to deliver timely ticket resolutions with superior quality.
- Report accurate quality metrics and improvement ideas.
- Advocate for quality in every interaction and adhere to QA best practices.
- Evaluate existing components and systems for integration requirements.
- Stay updated through educational opportunities and regular training.
Preferred Qualifications :
- Associate degree in computer science or related field preferred.
- 3-5 years of experience in a related field preferred.
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