What are the responsibilities and job description for the Service Desk Analyst position at Quantum Science Solutions?
Job Title:Service Desk Analyst
Location: Richmond, VA
Position Type: Full-time (Onsite with some remote)
QSS is looking for a detail-oriented and proactive Service Desk Analyst to join our IT support team. The Service Desk Analyst will be responsible for logging and tracking incidents, providing initial triage and troubleshooting, and ensuring timely communication with customers. This role plays a critical part in maintaining service levels, contributing to knowledge base management, and driving process improvements.
Responsibilities
- Incident Logging and Tracking
- Log all incoming incidents and service requests into the IT Service Management system with 100% accuracy within 15 minutes of receipt.
- Track the progress of each incident, ensuring that updates are made within 15 minutes of any status change.
- Initial Triage and Troubleshooting
- Perform initial diagnosis of incidents, resolving 50% of incidents on first contact.
- Escalate unresolved incidents to appropriate teams within 30 minutes to ensure timely resolution.
- Customer Communication
- Provide timely and accurate updates to customers, ensuring at least one update per day for open incidents.
- Achieve a customer satisfaction rating of at least 90% in post-incident surveys.
- Knowledge Base Management
- Contribute to the knowledge base by creating and updating articles weekly—at least three articles per week.
- Ensure that at least 90% of knowledge-based articles are up-to-date, accurate, and helpful for both customers and team members.
- SLA Compliance
- Ensure 95% compliance with SLAs for incident resolution and service request fulfillment.
- Monitor and report on SLA performance weekly, identifying trends and opportunities for improvement.
- System and Process Improvement
- Identify and recommend process improvements, contributing at least one improvement suggestion per month.
- Participate in continuous improvement initiatives and projects as assigned, helping to enhance the service desk operations.
Qualifications
- Proven experience in an IT support or service desk role, with a strong understanding of incident management and customer service.
- Ability to troubleshoot a variety of technical issues, with a focus on resolving incidents on first contact.
- Excellent communication skills, both written and verbal, with a focus on providing clear and timely updates to customers.
- Strong organizational skills with the ability to log and track incidents accurately and efficiently.
- Experience using IT Service Management systems (e.g., ServiceNow, Jira Service Management, etc.).
- Knowledge of ITIL or similar service management frameworks is a plus.
Preferred Qualifications
- Technical certifications (e.g., CompTIA A , ITIL Foundation, Microsoft Certified IT Specialist) are a plus.
- Experience in knowledge base management and contributing to documentation.
- Familiarity with SLA management and reporting.
Work Environment
- Dynamic, fast-paced environment with frequent customer interaction.
- Ability to work independently and as part of a collaborative team.
- Some flexibility for hybrid work may be offered, depending on the organization’s needs.
Job Type: Full-time
Pay: $55,000.00 - $75,000.00 per year
Schedule:
- Monday to Friday
Ability to Commute:
- Richmond, VA 23235 (Required)
Ability to Relocate:
- Richmond, VA 23235: Relocate before starting work (Required)
Work Location: In person
Salary : $55,000 - $75,000
