Service Desk Analyst

Location: Middletown, CT
Job Description:
Our client located in Middletown, CT has an immediate need for a Service Desk Analyst to join their team. This role oversees all 1st & 2nd level support needs of the agency s desktops, laptops, mobile devices, network, telecommunications systems and all Microsoft based software. Responsible for managing the IT Service Desk s ticketing systems including escalation, prioritization and dispatching of staff for resolution and ongoing maintenance. Ensures adherence to service level agreements and KPI metrics and standards. The candidate will also oversee the IT onboarding and off-boarding process by managing the ordering, configuration, setup, and tracking of required devices, licenses, supplies, and software to ensure within the agreed upon time frames with management.

Responsibilities

• Assist in developing long-term strategies and capacity planning in relation to on and off boarding requirements to support the agency growth and meet service level agreements within timeframes specified.
• Assist in the development of short-long term strategies for enhancing the Service Desktop operations and processes including the tools and software to support the growth of the agency
• Conduct research on products in support of equipment procurement and deployment efforts.
• Evaluate and recommend products for purchase to improve service delivery and reliability.
• Order technical specifications for purchasing of PCs, laptops, desktop hardware and related products.
• Perform on site analysis, diagnosis, and resolution of complex IT Hardware/Software problems, and recommend, document and implement corrective solutions, including offsite repair for remote users as needed.
• Train and mentor IT Service Desk staff on best practice and technology management
• Supervise the building and updating of IT device images and related software updates across IT areas by working in coordination with Infrastructure, Security and Application teams in testing and validating builds prior to deployment.
• Install, configure, test, maintain, and troubleshoot end-user equipment and related hardware and software in order to maintain or exceed required service levels.
• Collaborate with Security, Infrastructure and Applications teams to ensure efficient operation of the company s computing environment.
• Receive and respond to incoming calls, pages, and/or e-mails regarding IT issues or problems in a timely manner
• Prepare tests and applications for monitoring service desk and equipment performance, then provide performance statistics and reports.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring Desktop/ laptop devices.
• Maintain and track inventory of all equipment
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• When necessary, liaise with third-party support and equipment vendors.
• Organize, track tasks and coordinate the service activities on a daily basis
• Order and receive equipment and maintain inventory stock for repairs and maintenance
• Maintain ticketing system to accurately reflect status of IT tickets, to improve service, efficiency, and reduce costs

Required

• Associates Degree
• Experience with Customer Service/Customer Relations
• Experience with Information Technology/Business Intelligence
• Experience with Help Desk Customer Service / Ticketing

About Delphi-US
Delphi-US is a national recruiting firm based in Newport, Rhode Island. We specialize in IT, Engineering and Professional Staffing services for organizations from Main Street to Wall Street. Our mission is simple: To connect great people to great companies. We accomplish this with a proprietary skill-based and cultural matching process that results in higher qualified submissions along with increased interviews and offer rates. You ll find our team is friendly, professional and ready to advocate on your behalf, armed with industry trends, and a dedication to client expectations.