NR Consulting ยท 1 month ago
Senior Service Desk Analyst
New Haven, CT
Full-time
Hybrid
Senior Level
5+ years expNR Consulting is seeking a Senior Service Desk Analyst who is responsible for providing advanced technical support and exceptional customer service to resolve IT-related incidents and service requests. This role involves troubleshooting complex problems, mentoring junior analysts, and collaborating with cross-functional teams to ensure high levels of user satisfaction.
ConsultingInformation TechnologyStaffing Agency
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
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
NR Consulting
NR Consulting is an information technology consulting firm that offers contingent hiring, direct hires, and managed IT services.
1001-5000 employees
H1B Sponsorship
NR Consulting 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
2025 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Sharabh Goyal
Founder & CEO
Company data provided by crunchbase