IT Service Desk Lead Analyst

at  Serco North America

QUALIFICATIONS

• A Bachelor’s degree in Information Technology / Computer Science or related disciplines e.g. Engineering
• Microsoft certification preferred
• Cisco Certification Preferred
• ITIL certified Preferred

EXPERIENCE

• Candidates with 4 to 6 years of experience in a similar role
• Experienced in providing service and remote assistance on windows end points.
• Experience managing systems (Cisco routers, Firewalls, switches,)
• Experience managing systems Firewall, routers and switches in a large enterprise
• Strong overall communication skills and ability to communicate technical concepts and issues to non-technical individuals.
• Experience managing VoIP systems
• LAN, WAN support and troubleshooting experience
• Good understanding of highly available architecture and experience supporting mission-critical services.
• Familiarity and experience supporting the Government of Ontario IT Standards (GO-ITS).
• Ability to work under limited supervision.
  Company Overview :
  Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
  To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco. If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
  Candidates may be asked to present proof of identify during the selection process. If requested, this will require presentation of a government-issued I.D. (with photo) with name and address that match the information entered on the application. Serco will not take possession of or retain/store the information provided as proof of identity. For more information on how Serco uses your information, please see our Applicant Privacy Policy and Notice.
  Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com.
  Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics

PURPOSE OF THE JOB:

• This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensure tickets are resolved and closed in a timely manner, tracking service metrics, and helping lead the professionals responsible for services delivered to clients.
• This role is responsible of troubleshooting technical issues, ensuring that service agreements get met and assisting with contract renewal. positive relationship with clients, project management, lead a team, manage conflict, set priorities, and use creativity to find ways to make the service better.

Establish Delivery Processes

• A key part of the role of a Service Desk lead Analyst is to support Service Delivery Lead in establishing and refine delivery processes. The goal of streamlining these processes and procedures is to ensure that each customer gets the same experience from the initial stage.

Supervise Staff

• Help Service Delivery Lead oversee Service Desk Analyst in different stages of the delivery process, even though they may not be their direct line manager. The Service Desk Lead Analyst holds all service departments and employees within these teams accountable for carrying out the required processes and tasks providing O&M as well as project deliverables

Manage Customer Expectations

• This role involves assessing customer feedback and improving procedures accordingly to ensure that customer service is always provided. Service Delivery Managers typically evaluate a customer’s experience against a set of customer satisfaction goals and criteria using SLA, SLO or KPI’s. When scores fall below these thresholds, Service Desk Lead Analyst will conduct reviews with line management and provide analysis and recommendations for meeting and exceeding expectations.

Build Partnerships

• Support Service Delivery Lead to build partnerships and liaising with team leaders to determine what resources are required to deliver services, the criteria for the delivery of those services, and how to develop solutions to any issues that arise.

Service Delivery

• The Service Desk Lead Analyst is the subject matter expert on the system and program technical requirements, and coordinates, educates and consults with line management to identify problem areas and support required to meet program needs. From an O&M perspective, the SDLA shall coordinate and be responsible for incident and problem management, communication to the customer and validation of final resolution.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Manage service desk by managing the day-to-day operations.
• Ticket Escalations and complaint management.
• Vendor assignment and escalations.
• Troubleshoot system / network issues and provide Root Cause Analysis (RCA), working effectivity with partners and collaborating with other IT streams.
• Ensure issues/requests are resolved in a timely manner and in accordance with standard operating procedures.
• Provide off-hour support to avoid any service impact to the customer.
• Write manuals and standard operating procedures for users to describe functionality, installations and other actions.
• Create processes, SOPs and documentation for the Service Desk team to enable them to provide quality service.
• Provide end-user support.
• Provide end-point support including but not limited to desktops, laptops, AIO, tablets & KIOSKs
• Perform other technical duties as assigned.
  Qualifications :