Service Desk Analyst

Trillion Technology is currently hiring for a Service Desk Analyst

Job Specific Details and Tasks:

  • Support and respond to tickets for ongoing Tier 1 Service Desk activities in Service Now for FDC IT infrastructure
  • Work with cleints directly to support and resolve ticket items and infrastructure issues.
  • Maintain updates and actions on open assigned tickets and provide regular tracking and summary inputs to the Serivce Area Manager as needed.
  • Work extensively directly with FDC clients on improving ServiceNow automation and ITIL processes, any client concerns and issues
  • Other duties as assigned.

Required Education:

  • Bachelors Degree in Computer Studies or a related field of study; training in ServiceNow and Service Desk and/or ITIL methods a plus

Clearance Requirements:

  • Must be able to obtain a FDC Clearance

Standard Interview & Selection Process:

  • Recruiter Pre-Screen
  • If selected, Interview with Hiring Manager and/or Technical Lead

Required Experience:

  • 3-5+ years of Tier 1 Management Experience in an automated setting
  • Experience developing and managing ITIL process-based asset management in an automated ticketing system such as ServiceNow for a medium size client base IT
  • Proactive client interface experience and deliverable documentation development
  • Staff interface and asset coordination experience
  • Experience supporting FDC or similar IT organization preferred
  • Strong customer asset support skills
  • Strong written and verbal communications skills
  • Knowledge of the ServiceNow ticketing system
  • Experience with ITIL best practices
  • Knowledge working with and supporting the following products and tools:

Trillion is an equal opportunity employer. Applicants are considered for positions without regard to race, religion, gender, native origin, age, disability, or any other category protected by applicable federal, state, or local law.

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