Service Desk Delivery Analyst - Elmhurst, United States - MMD Services

MMD Services Elmhurst, United States

4 weeks ago

Description

About the Company

Our client is a global organization, named one of the largest in the Automobile industry They are rapidly growing and going through a robust digital transformation. The business and senior leadership have put a huge emphasis on technical initiatives and are looking for passionate team members to contribute to the growth and development of the security environment.

We are seeking a highly skilled Service Desk Delivery Analyst that is dedicated to offering user support and customer service for all end-user computing systems, software, and hardware. This role involves supervising and monitoring the performance of technical support analysts to guarantee timely and satisfactory resolution of service desk issues. This is a contract to hire role that offers a hybrid work schedule

Your Role:

Additionally, the position entails the creation of ITSM operational policies, upkeep of documentation, and the implementation and evaluation of process improvements to enhance service effectiveness.
Oversee and continuously improve the documentation, auditing, and enhancement of processes used by the Service Desk and L2 teams. Proactively identify and implement automation to eliminate manual, repetitive tasks.
Proactively identify opportunities to automate manual, repetitive processes, conduct service and operation performance reviews, and share results.
Responding to requests, resolving issues, assigning, and escalating them, reporting on issue status and metrics, and ensuring timely resolution.

Experience

10+ years of related work experience in IT technical service management.
5+ years' experience leading and/or mentoring a team.
Exhibit expert knowledge of ITSM best practices, particularly in change management, incident management, problem management, and asset management.
Possess knowledge and understanding of Active Directory, and endpoint management, including MDM, patch management, access management, and asset management.
Develop, coordinate, and perform post-change reviews of scheduled changes for all release candidates (RCs) and maintenance efforts.

MMD Services Inc. is an equal opportunity employer. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical/mental disability, medical condition, military/veteran status, genetic information, marital status, ethnicity, alienage, or any other protected classification, in accordance

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