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We are looking for candidates for the following direct client position. If you are interested in below position, please forward your updated resume and rate requirement. If you are not interested but know someone who might be, please feel free to forward this email.Position: Service Desk AnalystLocation: NYCDuration: 12 Months+
35 hour work weekNote: This project is 100% onsite from Day1Cybersecurity solutions are deployed in large, complex networked environments. The Service Desk Coordinator will be a highly motivated and experienced technical support resource who will organize and deliver superior service levels as the first point of contact to the organization’s Service Desk. The resource will coordinate the daily operations for IT service delivery to its end-users and business units: incident and problem management, release management, and change management activities. The resource will be responsible for improving the overall customer experience throughout the incident/request lifecycle; promote the Service Desk as a single point of contact for technical support, organize and optimize Service Desk capabilities.TASKS: Coordinate, facilitate, and operationalize IT service delivery activities, specifically incident and problem management, release management and change management. Interface with desktop engineers and security architects to ensure that IT service delivery activities reflect current methodologies and approaches. Develop, document and mature service delivery policies and procedures. Manage onboarding of new users, and deprovision of departing users. Implement best practices to organize and optimize Service Desk capabilities.Develop a repeatable/measurable report of Service Desk activities as they relate to daily operations, activities, trends, and needs. Design and develop a Service Catalog; update it as needed and distribute it to end-users. Design, develop and maintain a continuity of operations plan for service delivery and vendor management. Continually improve the overall customer experience: liaise between technology groups and end-users, streamline communication channels; initiate an end-user survey system and incorporate feedback. Continually promote the Service Desk as a single point of contact for end-user technical support and incident escalation.MANDATORY SKILLS/EXPERIENCE Note: Candidates who do not have the mandatory skills will not be considered At least 4 years of experience performing similar Service Desk management functions; working in environments with common infrastructure technologies such as Exchange Servers SCCM and Office 365 ITIL Certification: demonstrated experience implementing and following ITIL processes Practical experience providing IT customer support Practical technical experience managing cloud servicesDESIRABLE SKILLS/EXPERIENCE: Experience working in legal environments such as law firms or court systems Bachelor’s degreeThanks,Sam CNC Consulting, Inc.