Bravium Consulting Inc. · 1 hour ago
Service Desk Analyst
United States
Full-time
Remote
New Grad, Entry Level
$40K/yr - $42K/yrBravium Consulting is a dynamic and rapidly growing firm specializing in technology and management consulting for both public and private sector clients. They are seeking a Service Desk Analyst to support a federal client by delivering high-quality IT service desk support, accurate ticket management, and continuous process improvement.
ConsultingInformation Technology
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Ensure the quality and integrity of IT service delivery through detailed analysis, reporting, and continuous process improvement across Service Desk operations
Monitor customer satisfaction survey results for compliance with the PRS, conduct deep dives into low-scoring feedback, identify root causes, and recommend corrective actions
Apply After Action Report (AAR) policies to address performance infractions and service delivery issues
Maintain Service Desk quality standards for Tier 0 and Tier 1 operations by developing ticket quality guidelines and training staff on documentation best practices
Monitor Service Desk queues for critical incidents and ensure accurate ticket documentation aligned with Knowledge Base Articles (KBAs)
Support Tier 2 operations by performing quality reviews of incident management and problem analysis records, ensuring accurate linkage of related incidents
Conduct proactive monitoring of Automated Call Distribution (ACD), incidents, and queue activity to identify service-impacting issues
Integrate call and incident data into wallboards to provide real-time visibility into Service Desk call volumes and performance
Ensure effective coordination procedures for efficient hand-offs, timely escalation, and adherence to communication and update timelines
Perform ongoing knowledge base reviews to ensure articles remain current, applicable, and meet quality assurance standards
Investigate, diagnose, and document recurring problems; maintain known error knowledge bases and provide trend analysis for process improvement
Promote effective two-way communication to prevent future outages and ensure service requests are properly documented
Collaborate cross-functionally with strong analytical skills and attention to detail to drive continuous service improvement initiatives
Qualification
Required
US Citizen; Able to obtain public trust clearance
Experience working in a Service Desk or ITSM support role
Familiarity with ServiceNow ITSM or a comparable ITSM platform
Basic understanding of ITSM processes (e.g., Incident, Request, Change)
Ability to follow established procedures and work within approved change and approval processes
Strong written communication skills and attention to detail
Experience using Microsoft Excel and Microsoft 365 tools
ITIL Foundation certification or coursework
Preferred
ServiceNow Certified System Administrator (CSA) – entry level or in progress
Experience supporting Service Desk operations in a federal or regulated environment
Benefits
15 PTO days
11 paid holidays
Medical Insurance
Dental Insurance
Vision Insurance
Short Term and Long Term Disability coverage with 100% premium support
401k Program with Bravium matching 100% of up to 4% of salary
Training Program
Employee Assistance Program
Maternity Leave
Paternity Leave
Annual performance bonuses
Referral bonus
Flexible work arrangements
Access to robust training and professional development program
Employee Assistance Program (EAP) for mental health and wellness support
Company
Bravium Consulting Inc.
Bravium Consulting Inc. is a Maryland based Woman Owned Small Business (WOSB) specializing in Management and Technology Consulting.
Founded in 2010
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
C
Christine Nuessle
President and CEO
Recent News
globallegalchronicle.com
2025-05-06
Washington Technology
2024-12-06
2023-12-24
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