Service Desk Analyst, NuWave Solutions, Columbia, MD
NuWave Solutions -
Columbia, MD,
US
Service Desk Analyst
Date Posted: 2024-05-20
Job description
Overview
BigBear.ai is seeking a Service Desk Analyst primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction.
What you will do
BigBear.ai delivers AI-powered analytics and cyber engineering solutions to support mission-critical operations and decision-making in complex, real-world environments. BigBear.ai s customers, which include the US Intelligence Community, Department of Defense, the US Federal Government, as well as customers in manufacturing, healthcare, commercial space, and other sectors, rely on BigBear.ai s solutions to see and shape their world through reliable, predictive insights and goal-oriented advice. Headquartered in Columbia, Maryland, BigBear.ai is a global, public company traded on the NYSE under the symbol BBAI. For more information, please visit: and follow BigBear.ai on Twitter: @BigBearai.
What you will do
BigBear.ai is seeking a Service Desk Analyst primary responsibility is to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction.
What you will do
- User Support
o Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
o Provide clear, friendly and effective communication to assist users to resolve their issues - Issue Resolution
o Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
o Escalate issues to higher-level support, if necessary - Incident Management
o Record and track incidents and service requests using the Jira ticketing system
o Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs) - Technical Knowledge
o Maintain a strong understanding of the organization s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
o Remain up-to-date with technology trends and advancements to contribute to process improvement - Documentation and Knowledge Base
o Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team - Collaboration
o Work closely with other team members, such as system administrators and application developers, to address complex issues
- Bachelor s degree in relevant field (i.e., Information Systems, Software Engineering)
- Clearance:TS/SCI with Full Scope Polygraph
- 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 similar service desk software
- 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
BigBear.ai delivers AI-powered analytics and cyber engineering solutions to support mission-critical operations and decision-making in complex, real-world environments. BigBear.ai s customers, which include the US Intelligence Community, Department of Defense, the US Federal Government, as well as customers in manufacturing, healthcare, commercial space, and other sectors, rely on BigBear.ai s solutions to see and shape their world through reliable, predictive insights and goal-oriented advice. Headquartered in Columbia, Maryland, BigBear.ai is a global, public company traded on the NYSE under the symbol BBAI. For more information, please visit: and follow BigBear.ai on Twitter: @BigBearai.
What you will do
- User Support
o Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
o Provide clear, friendly and effective communication to assist users to resolve their issues - Issue Resolution
o Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
o Escalate issues to higher-level support, if necessary - Incident Management
o Record and track incidents and service requests using the Jira ticketing system
o Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs) - Technical Knowledge
o Maintain a strong understanding of the organization s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
o Remain up-to-date with technology trends and advancements to contribute to process improvement - Documentation and Knowledge Base
o Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team - Collaboration
o Work closely with other team members, such as system administrators and application developers, to address complex issues
- Bachelor s degree in relevant field (i.e., Information Systems, Software Engineering)
- Clearance:TS/SCI with Full Scope Polygraph