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Knights of Columbus · 1 week ago

Senior Service Desk Analyst (Contractor)

New Haven, CT

Contract

Onsite

Senior Level

5+ years exp

Knights of Columbus is a tax-exempt Catholic fraternal benefit society that provides financial security to its members. The Senior Service Desk Analyst is responsible for providing advanced technical support and exceptional customer service to resolve IT-related incidents and service requests, ensuring high levels of user satisfaction.

Insurance

H1B Sponsor Likely

Responsibilities

Answers standard to complex support requests via telephone and other related technologies to our user community; provides technical advice, guidance, and informal training to customers using hardware and software programs

Troubleshoots and restores varying degrees of complex technical service and equipment problems by analyzing, identifying, and diagnosing faults/symptoms

Uses established processes and procedures

Escalates and coordinates Incidents and Service Requests as needed

Provides mentoring and guidance to junior Service Desk Analysts

Recommends procedures and controls for problem prevention

Works on special projects of varying levels of complexity (e.g., converting all computers to new version of Windows), as assigned

Actively participates in the recommendations and contributions toward modernizing our support capabilities. Examples: multi-channel and AI options for CRM support (in-house or external), the CRM Customer Portal, future agency, and council website support

Actively assist the Manager with the processing of requests to the Service Desk to ensure courteous, timely, and effective resolution of end-user issues and requests

Qualification

ITIL principlesServiceNow experienceO365 ApplicationsAnalytical skillsCustomer service skillsTroubleshooting skillsTime managementDecision-makingAttention to detailCommunication skills

Required

Must have exceptional customer service skills. Proven experience improving the customer experience with IT Services

Strong listening skills

Sound judgment in decision-making

Analytical and critical thinking skills

Must have strong organizational, time management, and prioritization skills

Must have the ability to provide recommendations for best practice ITIL and related industry standard continuous improvement efforts

Must have experience successfully engaging third-party vendors and third-party delivered services

Must be able to manage sensitive and often confidential information. Keen attention to detail

Math skills (i.e., applicable in using Excel as needed)

Ownership and accountability for other related duties as needed by the Service Desk Manager

Must be able to work independently without constant managerial supervision

Flexible with schedule

This role requires daily interaction with our user community

Bachelor's degree in the field of computer science or business management or equivalent

5 years of IT experience including roles in sr. technology service and support or equivalent combination of training and experience

Extensive knowledge in troubleshooting and resolving issues with computer hardware, software, SAAS solutions, mobile devices, and residential network equipment

Familiarity with the advanced principles of ITIL and Service Desk Best Practices

Preferred

Extensive application support experience with O365 Applications preferred

Experience with desktop operating systems, and networking

Proficient working knowledge of a range of diagnostic utilities

Knowledge and understanding of all relevant ITSM industry standards

ServiceNow hands on experience

Company

Knights of Columbus

Knights of Columbus has grown from several members in one council to 15,342 councils and 1.9 million members throughout the United States,.

Founded in 1882

New Haven, Connecticut, USA

1001-5000 employees

http://www.kofc.org

H1B Sponsorship

Knights of Columbus has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)