Senior Service Desk Analyst
Position Type: Long Term Contract
Pay Range: 17/HR-22/HR MAX
Kelly IT Resources is currently assisting one of our clients, a global leader in biotechnology located in the downtown area, in their search for a Senior Service Desk Analyst. The ideal candidate will have 5+ years of experience in capturing, assessing, troubleshooting, and resolving technical issue resolution requests, will have experience as a SME in a previous role, and would possess one or more of the following certifications: MCP, MCSE, A+, Security+, HDI, ITIL, CCNA. iRESPONSIBILITIES: Responsible for capturing, assessing, troubleshooting, and resolving customer requests in a 24x7x365 global environment.
Resolve incidents quickly and consistently when possible. Engage additional I/S support when required.
Participate in the on-call rotation, to assist peers in shift coverage, and to verify that another Analyst is available before leaving the service desk floor. Work any number of shifts including evenings, nights, weekends, and holidays as needed.
Responsible for being a Subject Matter Expert with the Service Desk ticketing system and Knowledge Base.
Determine root cause analysis, share findings with the I/S department, and take appropriate action to prevent issue from resurfacing.
Maintain expert knowledge in systems, software, and application support and be able to provide recommendations regarding usage, implementation, support, and future technology.
Responsible for being a technical point of contact and growing the technical knowledge of both Associate Service Desk and Service Desk Analysts.
Maintain, grow, and ensure quality of team documentation. Utilize the Knowledge Base to provide customers with consistent resolutions, review for inaccurate or outdated information, and update the Knowledge Base regularly to expand the technical knowledge of the team
Responsible for logging all customer descriptions, troubleshooting and steps taken, and other events in the Service Desk ticketing system.
Responsible for all professional and service oriented email content.
Facilitate specific system operations, troubleshoot issues with job and reporting support tasks including but not limited to: monitoring, job administration and verification, printer queue maintenance, variables, password maintenance, and reboots when needed.
Mentor Associate Service Desk and Service Desk Analysts on all operational tasks when needed.
Document and participate in all reporting processes with Management. Available for monthly, quarterly, and yearly reporting for troubleshooting with Associate Service Desk and Service Desk Analysts.
Identify training opportunities and escalate them to management for implementation. Oversee all new hire training with respect to documentation, performing, and updating training material.
Create and maintain process definitions, process flows, and knowledge databases for the Service Desk department.
DESIRED/REQUIRED EXPERIENCE: Bachelor's Degree in Computer Science or related field highly desired.
5+ years of experience in capturing, assessing, troubleshooting, and resolving technical issue resolution requests REQUIRED.
Experience functioning as a Subject Matter Expert (SME) in a previous role highly desired.
Hold one or more of the following certifications: MCP, MCSE, A+, Security+, HDI, ITIL, CCNA.
Professional, great communication/presentation skills, and a 'go-getter' type attitude REQUIRED. 

This position will require the selected candidate to work in a 24x7x365 global environment; therefore candidates willing to work some off hours need only apply. Professional, great communication/presentation skills, and a 'go-getter' type attitude REQUIRED.