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    Reporting Analyst - New York, United States - Gardner Resources Consulting

    Gardner Resources Consulting
    Gardner Resources Consulting New York, United States

    4 weeks ago

    Default job background
    Description
    We are seeking a highly skilled Service Desk Reporting Analyst to join our team.

    As an expert in reporting methodologies and tools, you will be responsible for designing, developing, and maintaining reporting dashboard, reports and solutions for our service desk operations.

    Your insights and analysis will be crucial in optimizing service desk performance and driving continuous improvement initiatives.


    Qualifications:
    Proven experience in designing and developing reporting solutions using tools such as Power BI, Tableau, or similar.
    Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
    Excellent communication skills with the ability to present technical information clearly and concisely to both technical and non-technical audiences.
    Demonstrated experience in data analytics to create/run reports, present observations and assessments on what the data is showing.
    Experience working in a call center, service desk or IT support environment is highly desirable.
    Familiarity with IT service management (ITSM) frameworks such as ITIL is a plus.
    Ability to work independently and collaboratively in a fast-paced, dynamic environment.
    Strong attention to detail and a commitment to delivering high-quality results.

    Preferences
    Experience performing reporting for a Call Center, including IT Service Desks and Customer Support call centers

    Skills and prior experience with:
    ServiceNow
    PowerBI

    SQL

    Responsibilities:


    Design and develop reporting dashboards, reports and solutions to track and analyze service desk metrics, including but not limited to ticket volume, call category types, resolution times, customer satisfaction scores, and first-call resolution rates.

    Collaborate with stakeholders to understand reporting requirements and translate them into actionable insights.

    Implement best practices for data visualization (PowerBI, ServiceNow Performance Analytics) and dashboard design to effectively communicate key performance indicators (KPIs) and trends.

    Maintain and enhance existing reporting infrastructure, ensuring data accuracy, reliability, and integrity.
    Conduct regular audits to validate data quality and identify opportunities for process optimization.

    Serve as a subject matter expert on reporting tools and methodologies, providing guidance and training to service desk staff as needed.

    Stay current with industry trends and emerging technologies in reporting and analytics, recommending improvements to enhance reporting capabilities.
    Actively participate in cross-functional projects and initiatives to support the overall goals of the service desk and IT organization.


    Key Technology:
    ServiceNow
    PowerBI

    SQL
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