IT Service Desk Analyst


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IT Service Desk Analyst

Amityville, New York Contract Job ID: 2110132829
Estimated Duration: 6 months

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Description
PDS Tech is seeking a IT Service Desk Analyst for our client in Newington, CT

The Service Desk Analyst is a customer facing role accountable for providing 1st and 2nd line IT support to all levels of the business within agreed SLA’s.
The Service Desk Analyst is customer focused and accountable for ensuring all calls assigned to them are correctly logged and managed. This includes, but is not limited to ensuring all requests for IT service and incidents are logged, categorized, updated as required and resolved or where necessary correctly escalated to other levels of support across the global support team. They are also responsible for ensuring agreed IT service management processes are adhered to and hardware and software standards are maintained in a way consistent with the ITIL and APQC frameworks.

Responsibilities 
  • Required to follow all HSE rules & regulations.
  • Ensure a professional, customer focused and efficient IT support service are provided by all team members to the business in line with agreed SLA’s.                                        
  • Educate and guide the local IT community and customers on the correct processes to log issues and request IT services and ensure these processes are followed.
  • Ensure call queues are consistently monitored and potential SLA breaches are proactively identified and managed.
  • Ensure team workload is fairly and evenly distributed amongst team members maintaining efficiency and continuity in the event of team absence.
  • Assist in the development and implementation of best practice. Proactively identify potential improvement activities as part of a continual service improvement culture.                                                                     
  • Assist with routine call trend and root cause analysis to identify recurring themes to feed into problem management and CSI planning.
  • Ensure agreed improvement activities are successfully implemented and adopted by all members of the team.
  • Identify local team and end user training requirements and assist in the creation of knowledge and training materials as required
  • Escalate issues and problems as you become aware of them and provide IT advice and expertise for both members of your team and customers.
  • Work as an effective member of a multi skilled global IT team demonstrating professionalism and customer focus at all times.
  • Able to lift up to 50 lbs.
  • Will be required to work rotating 24 hour on-call shifts.
Qualifications
Required Qualifications:
  • A+, N+ or Security+ Certification or 5 years of IT technical support experience
  • 1yr of experience as part of a 1st line IT Service Desk support team (preferably within a manufacturing or large enterprise environment)
  • US Citizen
 Preferred Qualifications:
  • Bi-lingual (Spanish/English) is strongly preferred
  • 2nd line Desk Top support and networking experience
  • Experience working within a large multi-tiered IT support environment
  • Ability to priorities workload and work under pressure
  • Self-directed and able to work with little supervision
  • Excellent customer focus and communication skills
  • Relevant technical IT qualifications or equivalent experience
  • Experience supporting IT systems within a manufacturing environment
  • Experience working with continuous improvement methodologies

PDS Tech is a premier supplier of highly skilled technical personnel to the aerospace and defense industries.  These are long term assignments throughout the U.S. Client is accepting resumes now for review.  Please connect with us now for immediate consideration.  Apply to this posting, or contact Gus Sanchez at 314-264-3135 or gsanchez@pdstech.com for more information.
More Details

PDS Tech, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Founded in 1977, PDS Tech, Inc. is one of the nation's premier specialty staffing firms with 31 offices nationwide. We offer a full range of benefits including:

  • Health insurance
  • Paid holidays
  • Weekly payroll
  • Immediate 401(k) eligibility
  • Completion Bonuses
  • Training
  • Please note availability of benefits may vary by position

PDS specializes in Engineering and IT arenas including Aerospace, Defense, Electronics, Telecommunications, Automotive, and Energy just to name a few. Our reputation, track record, and years of continuous growth reflect the commitment to quality that our employees and clients experience first-hand. To find out more about PDS, please visit www.pdstech.com

$$$ PDS pays for referrals! $$$

We pay thousands each month in referral bonuses!
Contact a recruiter for details. To find one near you, take a look at where we are.

If you have questions, please click here to contact us.


PDS Tech, Inc. is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please click here or call 1-800-270-4737 to contact us. We will make a determination on your request for reasonable accommodation on a case-by-case basis.

The law requires PDS Tech, Inc. to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following links: EEO is the Law and EEO is the Law Supplement

PDS Tech, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. Please see the Pay Transparency Nondiscrimination Provision for more information.

As a Federal Contractor, PDS Tech, Inc. is required to participate in the E-Verify Program to confirm eligibility to work in the United States.
For information please click on the following link: E-Verify