Senior Service Desk Analyst

2 months, 1 week ago
Full-time
Junior
Customer and Technical Support
Formativ Group

Formativ Group

We are focused on enabling dynamic workflows, implementing the right application solutions, and ensuring your data is available when and where it’s needed.

Internet Software & Services

Description

  • Answer, triage, and resolve service desk tickets and calls for an enterprise user base.
  • Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows.
  • Document incidents and requests accurately and escalate issues according to defined ITSM procedures.
  • Meet service-level targets for response, resolution, and customer satisfaction.
  • Contribute to knowledge base articles and support continuous improvement of support processes.
  • Provide front-line technical support for a large enterprise IT environment.
  • Work within ITIL-aligned processes for incident, request, and escalation management.

Requirements

  • 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users.
  • 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool.
  • Current ITIL certification, with validation link or certificate copy required.
  • Ability to provide verifiable professional references for each qualifying experience.
  • Experience supporting public sector or government programs is preferred.
  • Additional certifications such as HDI, CompTIA A+, or Salesforce certifications are preferred.
  • Experience with knowledge management and AI-assisted agent tooling is preferred.
  • Must reside in one of the following U.S. states or Washington DC: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, or DC.
  • Must be authorized to work for any employer in the U.S. without visa sponsorship.

Benefits

  • Estimated hourly compensation range of $35 to $50 USD.
  • Eligibility for discretionary bonuses, commissions, or other incentive programs.
  • Comprehensive benefits package including medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Paid time off.
  • Remote work arrangement.
  • Reasonable accommodations available for individuals with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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