Service Desk Analyst

Summary:

The Service Desk Analyst gathers, interpret, and uses complex data to recommend actionable steps that will improve processes and optimize results for the IT Service Delivery Department. This role works in collaboration with leadership to understand IT objectives and goals to align with the organization vision. The Analyst must stay current with best practices regarding IT standards, guidelines, and help implement technology solutions in a cost-effective way. Primary skills will include, analyzing data using advanced skills in data gathering, root cause analysis, and other techniques to leverage information from technology systems to explain activity and solve business problems. An essential aspect of this position is to take substantial quantities of data and analytic results and condense them into a coherent story with clear, easy-to-follow conclusions. The results, informed by knowledge of the business, will be used to make actionable recommendations. This position requires a quantitative aptitude, a broad understanding of math, statistics, business, hands-on data analysis, and strategic thinking skills. The analyst will recommend processes to automate reporting functions, define and create new metrics, and report layouts with the best visual aids to be reviewed by senior leaders and colleagues. This role will contribute significantly to enhancing the efficiency of the entire I.S. Organization.

Minimum Education/Experience:

• Associate’s Degree in related field required
• Minimum of 2 years’ experience in IT or related experience
• Experience with reporting and ticketing tools (ServiceNow, advanced Excel, SQL, dashboarding/ reporting/ visualization platform)
• Demonstrated knowledge of report evaluation and analytics
• Experience implementing and supporting service-oriented tools.
• Experience in service-related concepts, practices and procedures including ITIL methodologies.
• Demonstrated knowledge of Service Level Agreements and Service Delivery deliverables
• Analytical expertise to ensure quality and accuracy of data, process, design, and presentation.

Accountabilities:

• Analyze performance of Keck IT activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service.
• Collaborate with other departments to identify and analyze data metrics on behaviors and activity trend.
• Provide clear and concise statistical reporting.
• Assess need for any system reconfigurations based on trends and make recommendations.
• Contribute to the development of Knowledge Management for efficiency of issue resolution.
• Ability to conform to shifting priorities, demands, and timelines.
• Work with on-site and remote teams collaboratively. Ability to work independently with minimal supervision.
• On-call duties required as needed.
• Eighty percent remote work with expectations to be on-site as needed.
• Other duties as assigned.