Service Desk Analyst

A dynamic technology company in Newark, NJ is currently seeking a Service Desk Analyst to join their team. This is a contract-to-hire opportunity that requires a candidate ready to provide exceptional IT support within a fast-paced environment.

About the Opportunity:

• Hybrid: 3 days onsite


• Location: Newark, NJ


• 
  

  Contract Duration: 6 months to start

  
  

Responsibilities:

• Fielding end user phone calls, emails, and alerts, and submitting tickets accordingly


• Providing first and second level support, identifying and resolving issues upon first contact, or engaging with clients for follow-up communication and closure


• Escalating tickets to appropriate channels to ensure timely resolution within SLA guidelines


• Proactively monitoring ticket queues, prioritizing incidents and requests, and identifying trends for potential or major issues


• Ensuring all tickets are managed with complete and accurate information, performing analysis of recurring issues, and contributing suggestions for improved resolution


• Creating and maintaining knowledge articles based on ITIL principles and best practices, and participating in process improvement efforts


• Staying informed of new technology deployments to provide optimal support

Qualifications:

• 3-5 years of experience in a corporate IT service desk environment


• Bachelor's Degree in Computer Science or related field


• Proficiency with Office 365, Microsoft Windows, Office Suite, and Active Directory


• Basic knowledge of networking (TCP/IP, DNS, routing, subnetting)


• Understanding of ITIL processes and client-related SLAs


• Excellent communication and customer relationship management skills


• Must be a team player, capable of working effectively in a fast-paced setting

Desired Skills:

• Experience with ITIL processes


• Strong problem-solving skills