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Deskside Service Analyst - 9991993
Job Order #17418
Portland-Vancouver-Beaverton, Oregon - Added Mar 13, 2020

Full Description:

  • Provide escalation and management of Infrastructure issues by liaising & communicating with service provider and business throughout the end to end process.


  • Ensure escalated issues are addressed and resolved within business SLA’s (Service Level Agreement).


  • Regularly engage and maintain relationships with representative(s) from external IT Service Provider(s) to ensure reliable and fully functional services from their catalog of service offerings.


  • Shape and represent IT service offerings to internal customers.

  • Work with the business users to translate customer requirements into potential IT solutions.

  • Understand and act upon customer abilities/priorities and service provider's expectations to tailor the systems for mutual benefit.

  • Assist in Educating and training current business users on the IT help desk setup and the benefits of  technology/systems to their role or business.

  • Ensure internal and external end users benefit from implemented enhancements.

  • Provide visibility and measurement of results against customer service metrics.

  • Responsible for ensuring business and Service Provider process compliance. Provide input to the creation and updating of Service Provider SLA (Service Level Agreements).

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