Job Title: Help Desk Analyst
Location: Waltham, MA
Duration: 6 months and above
As part of Office 365 implementation there is requirement to co-ordinate with suppliers and triage service desk tickets from the client's SNOW to the supplier ITSM tool. This covers Incidents and Service Request Tickets that are raised into NG SNOW. Incident Tickets outside of Post Implementation Support will need to be triaged to the enduring O365 support team.
O365 go-live and handling of P3/P4 incidents for NG (Nov'17) for an initial 5 months period until end of March '18
Ad-hoc Incident and service Request analysis
This resource will have access to the supplier ITSM tool to route tickets from NG SNOW.
Responsible for monitoring ticket queues and ensuring Incident and Service Request tickets are correctly routed.
Responsible for monitoring tickets throughout the incident lifecycle and intervening to avoid process or quality breaches.
Responsible for analysing and verifying ticket quality via random sampling and other means.
Responsible for accepting, updating, assigning and closing the tickets based on the updates received from Avanade managed service
Reporting to the incident manager the hourly status of the operation, escalating issues as required.
Supporting the incident manager in implementing change to deliver benefits to the end user via process and working practice improvements.
Responsible for some reporting of ticket volumes where required
Experience of incident management and ITIL service operations.
At least 1 years' experience working in an incident management team or service operation environment.
Demonstrable ability to work accurately, efficiently and in a timely manner without supervision.
A swift worker who is able to cope with high volumes of work, completing tasks within the allotted time.
Ability to analysis data, act on findings and co-ordinate with support teams and report back on status and progress.
ITIL Qualification in relevant discipline/s desired.
Behavioural Competencies / Leadership Qualities
Ability to work collaboratively as one team with colleagues and suppliers.
Internal colleagues and 3rd party suppliers