Service Desk Analyst

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POST DATE 9/12/2016
END DATE 10/24/2016

Modis Syracuse, NY

Syracuse, NY
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Required Licenses/Certifications


span Job Title: Service Delivery Analyst, Syracuse, NY br   br Our client, a major service provider with a large presence in Syracuse, New York is seeking a Service Delivery Analyst. br   br In this role you will be part of the Service Request Management team that supports approximately 15,000 employees in US. br   br The team is responsible for ensuring that employees are able to log service requests and that the request is fulfilled by the resolution teams both within our client and via their 3rd third party partners. br   br The analyst will be involved with the day to day management and governance of the service catalog and service request processes.  This would be to review, develop and implement requests for new catalog items, coordinate with stakeholder groups, produce reports on KPI and track the performance. br   br The role of the Service Delivery analyst would be focused on the operations of suppliers who are fulfilling the catalog requests.  This role would deal closely with the corresponding roles with the suppliers to determine performance, trouble-shoot problems and work for continuous improvement. br   br Position Responsibilities (including but not limited to): br   br   br ul
li Adheres to, and upholds, our client's safety based culture and practices. /li /ul
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li Operational Management /li /ul
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li Responsible for  managing service request activities to achieve continuous service and customer satisfaction within agreed service levels /li /ul
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li Responsible for monitoring requests throughout the request life cycle and intervening to avoid process or quality breaches. /li /ul
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li Responsible for managing escalated requests; analyzing and addressing the cause of the process breakdown as well as confidently updating all parties and affected users. /li /ul
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li Responsible for effectively managing the level of service delivered and defining service improvement programs where this level falls short /li /ul
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li Act as a liaison between customer and Suppliers to resolve service issues /li /ul
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li Responsible for directing support partners at a case by case or operational level if they are failing (or at risk of failing) to fulfill their request management service level agreements or other process compliant obligations. /li /ul
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li Responsible for maintaining working relationships with counterparts in support partner organizations to deliver the end to end request  management service or facilitate problem solving for complex cases. /li /ul
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li Responsible for providing Customer-focused Service provisioning with an empathetic, helping attitude /li /ul
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li Responsible for building a positive working Service Provisioning environment in which diverse staff feel committed to the business and the team are able to fully contribute. /li /ul
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li Responsible to develop strong relationships with people at all levels and across multiple teams within IT /li /ul
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li Responsible for ensuring stakeholders are aware of the operational status of their requests and areas of concern are addressed in the timely manner. /li