What are the responsibilities and job description for the Service Desk Analyst position at Brillio?
About Brillio:
Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.
Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work certification year after year.
Role: Service Desk Analyst
Location: Mclean, VA (onsite)
Experience: 1 to 6 years.
Job Description:
- Receive inbound calls from users and record the requests in ServiceNow.
- Monitor Service Desk email queue and create incident tickets, Service Requests in ServiceNow.
- Monitor Chat via ServiceNow and create incident tickets, Service Requests in ServiceNow.
- Hand on experience in User Provisioning for critical applications.
- Monitor IT service desk queue and ensure tickets are properly categorized and assigned.
- Provide L1 level support based on SOP without any human error.
- Attend daily meetings with management and provide status of any pending tickets
- Follow up with support team and ensure incident/service tickets are closed with in SLA.
- Act as a single point of contact during critical incidents and provide periodic update.
- Ensure Service Desk KPIS are monitored, evaluated, actioned, and reported.
- Update weekly and monthly governance reports.
- Perform trend analysis and provide management an insight of the tasks can automate.
Tools Knowledge: -
- MS Outlook
- Service Now OR ANY SIMILAR ticketing Tool
- Microsoft Excel, Word, and Power Point
Why should you apply for this role?
As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The DI team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.
DI: https://www.brillio.com/services-digital-infrastructure/
Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/
Equal Employment Opportunity Declaration
Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
#LI-MN1
Salary : $48,000 - $53,000
