Service Desk Analyst
Posted 18 days ago
Service Desk Analyst
vTech Solution, Inc. - Virginia (Richmond)
Job Title: Service Desk Analyst Location: Richmond, VA Work Mode: 100% Onsite Key Responsibilities: Log and update incidents/service requests in the ITSM system within 15 minutes. Perform initial troubleshooting; resolve 50% of issues at first contact and escalate within 30 minutes if needed. Provide daily updates for open tickets and maintain 90%+ customer satisfaction. Create/update at least 3 knowledge base articles weekly; ensure 90% accuracy. Maintain 95% SLA compliance for incident resolution and request fulfillment. Recommend monthly process improvements and participate in ongoing initiatives.
Required Qualifications:
3-5 Years of Experience in Service Desk support. Windows 10, 11 Migrations Experience with Ticketing system - ServiceNow, Etc.
Preferred Qualifications:
OKTA experience for authentication