IT Service Desk Systems Analyst

IT Service Desk Systems Analyst needs 3 years experience

IT Service Desk Systems Analyst requires:

* Some programming or software/OS administration skills

* Ivanti Service Desk

* Ivanti Neurons

* Project management

* System administration

* Exposure to business requirements gathering/translation to technical requirements

* Degree not required if experience is met.

* ITIL Foundation certification is preferred. - CompTIA A+, Network+, or similar certifications are a plus.

IT Service Desk Systems Analyst duties:

* Maintain detailed documentation of service desk operations, issues, and resolutions.

* Generate regular reports on service desk performance, user satisfaction, and system health.

* Develop and update technical documentation, user guides, and FAQs.

* Lead and participate in a major system upgrade to a cloud solution.

* Coordinate with vendors and third-party service providers for system maintenance and support.

* Ensure project milestones and deadlines are met.

* Act as a point of contact for users experiencing technical difficulties.

* Ensure all support requests are logged, tracked, and resolved in a timely manner.

* Provide training and guidance to users on system use and best practices.

* Documenting current Ivanti Service Desk environment to include CMDB, workflows, data imports, etc in preparation for migration to new Ivanti platform in early 2025.

* Formulate, with guidance, plans for implementing similar functionality in the new Ivanti Neurons system in 2025

* Provide advanced troubleshooting and technical support for hardware, software, and network issues.

* Assist in the diagnosis and resolution of complex technical problems.

* Escalate issues to appropriate internal or external resources as necessary.