Senior Service Desk Analyst

We are seeking an experienced Senior Service Desk Analyst. The ideal candidate brings proven problem-solving experience and the ability to thrive in a highly collaborative and fast-paced work environment. VRS needs an individual who is passionate about customer service with experience leading fellow team members.

The Senior role is responsible for managing incoming customer calls and email related to IT support and Service Requests.

Candidates must have on the job Service Desk management/leadership experience to be considered

Essential Duties and Responsibilities (other duties may be assigned - all work is performed with deadlines based on agency priorities):

Handle incoming calls resolving 70% or greater

Route advanced issues to second level support teams

Perform Password Resets

Answer general IT questions

Mentor junior Service Desk Agents

Work with Service Desk Manager to monitor team performance

Monitor Service Desk ticket performance

Skills and Abilities:

Ascertain and meet customer expectations

Work effectively and independently in a fast-paced team environment where priorities can rapidly change

Prioritize own work activities with minimal guidance and coaching

Solve complex problems through discovery and analysis with minimal guidance

Complete complex projects independently with minimal oversight and direction

Manage competing priorities to meet goals

Communicate effectively orally and in writing

Provide, maintain, and follow technical documentation

Demonstrated comprehensive knowledge of the following tools/technologies:

Windows 10 and 11

Service Desk Ticketing

Incident Management

Problem Management

Asset Management

Performance Management

Okta

Group Policy

Education and/or Experience:

Candidates must have IT Education or 4 years' experience working in an IT Service Desk in a leadership role

ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.