Service Desk Analyst

Overview

BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.

What you will do

User Support

Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)

Provide clear, friendly and effective communication to assist users to resolve their issues

Issue Resolution

Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution

Escalate issues to higher-level support, if necessary

Incident Management

Record and track incidents and service requests using the Jira ticketing system

Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)

Technical Knowledge

Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner

Remain up-to-date with technology trends and advancements to contribute to process improvement

Documentation and Knowledge Base

• Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team

Collaboration

What you need to have

Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)

4+years of experience

Clearance : TS / SCI w Poly

Excellent interpersonal and customer service skills to provide effective and courteous support to end-users

Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization

Ability to communicate technical information in a clear and understandable manner is crucial

Proven problem-solving skills to identify issues, analyze data, and make informed decisions

Experience with JIRA ticketing process and reporting capabilities or similiar service desk software

What we'd like you to have

Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired

Basic understanding of relational databases desired

Basic understanding of reporting / analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired

About BigBear.ai

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai’s predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit and follow BigBear.ai on LinkedIn : @BigBear.ai and X : @BigBearai.

BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.

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