Service Desk Analyst

Are you an experienced, passionate pioneer in technology – a solutions builder, a roll-up-your-sleeves Service Desk practitioner who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel?  If so, consider an opportunity with our US Delivery Center – we are breaking the mold of a typical Delivery Center.

Work you’ll do/Responsibilities:

Not only will you be joining a project team, you will be joining a team of resources dedicated to delivering client engagements from an off-site location focused on common tools, technologies, and methodologies.
Service Desk practitioner answers, evaluates, and prioritizes incoming telephone calls or self-service tickets for assistance through analysis and problem resolving on a wide range of hardware, software, networking, other computer-related technologies. The Service Desk practitioner is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or escalating them to the appropriate specialist support groups. The candidate will provide support to a broad customer base of over 3,500 users located throughout the country.

The Team
Our Systems Engineering team delivers large-scale software applications and integrated systems, and assists clients with architecture design, assessment and optimization, and definition. We develop service-oriented architecture (SOA) and other integration solutions to enable information sharing and management between business partners and disparate processes and systems, and we deliver technology enablement to support CIO services transformation.

Systems Engineering professionals focus on key client issues that impact the core business by maximizing operational value, driving down the cost of quality, and enhancing technology innovation. Our teams deliver a wide range of services, including application architecture design and optimization, application modernization, business process management and solution integration, custom application design and development, and large-scale technology delivery program efforts.

Qualifications:
• Provide excellent technical support through phone to IT users for basic end user related hardware and software, desktop related LAN network systems to a DoD client enterprise
• The successful candidate will perform common tasks of user call processing, incident management, service
• 3+ years’ experience triaging issues and service requests via the service desk tool, phone and email
• 3+ years’ experience troubleshooting the end user’s issue and resolve upon first contact, when possible
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool
• Provide “how to” assistance on all internally supported devices, applications and systems
• Escalate issues to appropriate second and third level subject matter experts in accordance to service level agreements and follow up on incidents when appropriate
• Leverage customer support run book, knowledge articles and user guides to answer questions and resolve issues
• 3+ years’ experience responding to end user inquiries regarding the statues of incident/service requests tickets and perform follow ups
• Mentor and train new team members
• Support the Team Lead with escalations, ticket analysis and customer service
• Collaborate with oversee staff and provide direction and guidance to help resolve customer tickets
• Service Desk Analyst will gather the information needed to resolve customer issues and provide verbal and remote instruction/assistance to customers, including status updates as needed
• Active Secret Clearance
• Legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Must be able to relocate or live in the Orlando, Florida area
• Must be able to travel up to 20% (while 20% of travel is a requirement of the role, due to COVID-19, non-essential travel has been suspended until further notice)

Additional Requirement:

• ITIL processes
• Ability to clearly converse with customers at all levels

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. 

 

Benefits

At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.

 

Deloitte’s culture

Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives.  Learn more about Life at Deloitte.

 

Corporate citizenship

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities.  We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.  Learn more about Deloitte’s impact on the world.

 

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