Randstad Service Desk Specialist in Mclean, Virginia
Service Desk Specialist
Friday, September 30, 2016
Our Rockville Maryland Federal client has an immediate long term opening for a Service Desk Analyst.
U.S. Citizens ONLY due to a federal requirement.
Duties include but not limited to;
Perform Service Operations for the services and functional areas & capabilities. Responsible for ensuring services are delivered effectively and efficiently, to include restoring service interruptions, fulfilling user requests, resolving service failures, troubleshooting and fixing problems, as well as carrying out routine operational and maintenance tasks.
Act as the Service Owner/Manager as defined by ITIL performing service management functions for delivery of Enterprise Service.
Meet established Service Level Agreements (SLAs), Operational Level Agreements (OLAs), or other governing documents for Services and Service Components.
Provide Service Operations input to Service Level Management (SLM) to establish SLA/OLA thresholds, specifications, performance indicators and standards.
Provide Service Operations input for use by Service Portfolio Management and Service Strategy/Design in establishing Service Levels and recommending process and technology changes.
Support Event Management processes by identifying CIs and Services requiring monitoring.
The contractor shall also identify thresholds and key performance indicators to monitor the service and/or Configuration Items (CIs) for both normal and abnormal conditions as applicable. The contractor shall respond to event notifications (i.e., Informational, Warning, and Exception) and take appropriate actions.
Support the Incident Management Process Owner and execute Incident Management process, activities, and associated policies and governance. Open, document, and close incidents using the provided ITSM tool suite (currently MangeEngine).
Escalate incidents in accordance with the escalation matrix and perform incident investigation and analysis activities. Recommend issues to Problem Management as required, through ITSM tool.
Skills and Knowledge:
Possesses and applies a comprehensive knowledge across key task areas and high impact assignments.
May plan or lead major technology assignments. Evaluates results and recommends major changes affecting short-term project growth and success.
Functions as a technical expert across multiple project assignments.
Bachelor s degree and 5 years related experience.
ITILv3 Foundations Certification.