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ITIL / ITSM / Desk Analyst

ITIL / ITSM / Desk Analyst

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COMPETITION SNAPSHOT
38

Applications Submitted for this Position

20+

Most Common Years of Experience

B

Bachelor's is the most common degree type

Job Description


 

ITIL / ITSM / Desk Analyst


Continue your career at one of Upper NY’s premier employers! This internationally recognized business leader, always on the forefront of cutting edge enterprise technology, has an opening for a IT Service Delivery Analyst. Enjoy the beauty and low cost of living of Upstate NY, as well as museums, wineries, shopping, and all the year round outdoor activities the Southern Finger Lakes have to offer.


Location: Painted Post, NY

Duration: 1 year+

Start: April/May 2015



Role Description:

  • IT Service Desk Specialist serves in a key role within the Client IT Service Delivery Service Desk. This position is responsible for one or more Client ITSM processes; will assist in the analysis and effort of a wide variety of service desk practices, implement continuous improvements, and leverage the IT service management application (Service Now). In this position, you will collaborate with the Service Desk Manager, Service.


  • Delivery Managers, Information Technology support personnel, possibly 3 rd. party providers and business personnel throughout the organization to analyze, improve, and implement processes and best practices for a Global Service Desk. Ability to produce and delivery reports on operational performance against service levels. Some experience in development of a service desk catalogue and/or service desk portfolio preferred.


Position Responsibilities:

  • Reporting and Metrics – Assist Service Desk in meeting SLA’s, OLAs; define and build reports, metrics, dashboards for Service Desk processes, scorecards and performance plans.
  • Assist in driving and promoting ITIL best practices in process areas such as incident, problem and change management
  • ITIL process management - analyze and design service desk processes, research and present best practices, and drive for continuous improvements
  • Project receiver for initiatives that impact IT Service Desk
  • ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements
  • Assist with implementing follow the sun Global Service Desk model

Key Competencies

  • IT Operations, cross-functional collaboration, technical knowledge & expertise, project management
  • Experience with Incident, Problem, Change, Release, Configuration, Knowledge, Event, and Request Management processes in a diverse technology environment
  • ITIL Foundations 3.0 Certification highly desirable
  • Experience with enterprise-level ITSM tools
  • Strong understanding of and ability to leverage Microsoft Office products 
  • Basic understanding of project management principles and strategies
  • 3-5 years IT experience
  • Operations experience in leadership and delivery of ITIL based service desk customer services.
  • Strong verbal and written communication skills a must
  • Proven record for delivering high level customer satisfaction scores a plus

 

 

LOCATION NOTE: This is upstate, NOT close to NYC-it's 4 hours from NYC, 3 hours from Albany, 2 hours from Syracuse, 1.5 hours from Rochester, 45 minutes from Ithaca. We have 20+ consultants working at this client already; many drive to the client Monday morning and drive home Friday after work, and stay at hotels or apartments in the area during the week. Client does not pay expenses



If you are interested in the ITIL / ITSM / Desk Analyst opportunity, please send your updated resume along with pay history to [Click Here to Email Your Resumé]; ATTN: Thor along with the title of the position for which you are applying. If you are not interested in this opportunity, perhaps you know someone who might be, please have them forward their resume!



 Contact:

Thor Group Inc.                                             

Email: [Click Here to Email Your Resumé]

Fax: 888-835-3270

www.thorgroup.com




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Job Requirements





Position Responsibilities:

  • Reporting and Metrics – Assist Service Desk in meeting SLA’s, OLAs; define and build reports, metrics, dashboards for Service Desk processes, scorecards and performance plans.
  • Assist in driving and promoting ITIL best practices in process areas such as incident, problem and change management
  • ITIL process management - analyze and design service desk processes, research and present best practices, and drive for continuous improvements
  • Project receiver for initiatives that impact IT Service Desk
  • ITIL process management - analyze and design service management processes, research and present best practices, and drive for continuous improvements
  • Assist with implementing follow the sun Global Service Desk model 

Job Snapshot

Base Pay $30.00 - $40.00 /Hour
Employment Type Per Diem
Job Type Information Technology, Engineering, Telecommunications
Education 4 Year Degree
Experience Not Specified
Manages Others Yes
Industry Accounting - Finance, Manufacturing, Banking - Financial Services
Required Travel Negligible
Job ID CB-7-31157
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ITIL / ITSM / Desk Analyst


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