Help Desk Analyst I

Help Desk Analyst I
US - MA - Waltham

  • Help Desk Analyst I in Waltham, MA
  • 6 month contract
  • Responsible for monitoring ticket queues and ensuring Incident and Service Request tickets are correctly routed. 
  • Responsible for monitoring tickets throughout the incident lifecycle and intervening to avoid process or quality breaches. 
  • Responsible for analysing and verifying ticket quality via random sampling and other means. 
  • Responsible for accepting, updating, assigning and closing the tickets based on the updates received from Avanade managed service 
  • Reporting to the incident manager the hourly status of the operation, escalating issues as required. 
  • Supporting the incident manager in implementing change to deliver benefits to the end user via process and working practice improvements. 
  • Responsible for some reporting of ticket volumes where required 
  • Experience Required 
  • Experience of incident management and ITIL service operations. 
  • At least 1 years’ experience working in an incident management team or service operation environment. 
  • Demonstrable ability to work accurately, efficiently and in a timely manner without supervision. 
  • A swift worker who is able to cope with high volumes of work, completing tasks within the allotted time. 
  • Ability to analysis data, act on findings and co-ordinate with support teams and report back on status and progress. 
Qualifications Required:
  • ITIL Qualification in relevant discipline/s desired. 
Behavioural Competencies / Leadership Qualities 
  • Ability to work collaboratively as one team with colleagues and suppliers. 
Main Interfaces 
  • Internal colleagues and 3rd party suppliers 
Key Tasks 
  • Incident Management

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