Responsibilities:
- Assists user community with the documentation and resolution of requests for service that originate (via phone, email and online) with the Service Desk
- Coordinates assignment of requests with appropriate IT staff to ensure timely and effective resolution
- Good understanding of ITIL practices and associated standards
- Additional Service Center responsibilities duties as required
Experience:
- 3+ Years of Service Desk Analysis, Helpdesk, Technical Support experience in an Enterprise or Public Sector Environment
- Work in a team environment
- Technical experience with CA Service Desk (ServiceNow Experience Preferred), Microsoft Desktop OS, Microsoft Office Suite, Adobe Acrobat
- ITIL certification preferred