Service Desk Analyst (ITIL)

Tucker-Reeves Associates, LLC provided pay range

This range is provided by Tucker-Reeves Associates, LLC. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00 / yr - $65,000.00 / yr

Direct message the job poster from Tucker-Reeves Associates, LLC

Tucker-Reeves Associates (TRA) is seeking a Communications Support Analyst who will facilitate daily support functions of a team that is readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally from the Global Network Operations Center (GNOC). This is an On-Site position located at Customer Address : Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.

RESPONSIBILITIES :

• Responsible for the daily Communications Cell operations and alignment of GNOC communications to provide information to our key enterprise leaders and stakeholders.
• Actively engage in the implementation of the Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
• Monitor GNOC Ops Cell group box and answering Watch Officer (CIO) telephone hotline
• Manage GNOB POC Database for Enterprise Service Owners and Stakeholders
• Provide customer support for ServiceNow (MHSSHD) usage issues
• Confirm Master Incident and / or Problem record assignment for major issues
• Support active documentation of ongoing service interruptions working closely with MIM team to document missing details needed on service interruptions.
• Participate on MIM Bridge Calls and provide support for executive level requests.
• Review documentation, notifications, and reporting of active service interruptions.
• Work with BMC Remedy and ServiceNow (MHSSHD) ticketing systems for daily tasks and record management.
• Issues range from ticket routing for backend operations to break / fix issues for everyday users such as : major PC software troubleshooting and patch maintenance, hardware troubleshooting in a remote setting, and ticket cleanup and maintenance

REQUIREMENTS :

This is an On-Site position located at Customer Address : Tech II Building, 3130 General Hudnell Dr., San Antonio, 78226.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Information Technology

Industries

IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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