IT Service Desk Lead Analyst

Purpose of the Job :

• This role focuses on keeping clients satisfied with the IT services through managing service desk team day to day operations, ensuring 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 for troubleshooting technical issues, ensuring that service agreements are met, and assisting with contract renewal.

It involves maintaining positive relationships with clients, project management, leading a team, managing conflict, setting priorities, and using creativity to improve service quality.

Establish Delivery Processes :

A key part of the role of a Service Desk Lead Analyst is to support the Service Delivery Lead in establishing and refining delivery processes.

The goal is to streamline these processes to ensure that each customer receives a consistent experience from the initial stage.

Supervise Staff :

Help the Service Delivery Lead oversee Service Desk Analysts through different stages of the delivery process. 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 consistently provided.

Service Delivery Managers typically evaluate a customer’s experience against a set of customer satisfaction goals using SLA, SLO, or KPI’s.

When scores fall below these thresholds, the Service Desk Lead Analyst will conduct reviews with line management and provide analysis and recommendations for meeting and exceeding expectations.

Build Partnerships :

Support the Service Delivery Lead in building 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 needed 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 operations on a day-to-day basis.
• Handle ticket escalations and complaint management.
• Oversee vendor assignments and escalations.
• Troubleshoot system / network issues and provide Root Cause Analysis (RCA), working effectively 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 :

• A Bachelor's degree in Information Technology, Computer Science, or related disciplines (e.g., Engineering).
• Microsoft certification preferred.
• Cisco Certification preferred.
• ITIL certification preferred.

Experience :

• Candidates with 4 to 6 years of experience in a similar role.
• Experienced in providing service and remote assistance on Windows endpoints.
• Experience managing systems (Cisco routers, Firewalls, switches).
• Experience managing systems in a large enterprise environment.
• Strong overall communication skills and ability to communicate technical concepts and issues to non-technical individuals.
• Experience managing VoIP systems.
• LAN and WAN support and troubleshooting experience.
• Good understanding of highly available architecture and experience supporting mission-critical services.
• Familiarity with 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 : Serco Benefits . If you require 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 identity 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 [email protected].

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.

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