Lead Service Desk Analyst

At CLA we create inspired careers.

CLA, one of the nation's largest public accounting and professional services firm is currently seeking a Lead Service Desk Analyst to join the growing Internal IT team.

The Lead Service Desk Analyst ensures effective and consistent incident resolution while maintaining service levels, providing excellent customer support and responding to service escalations.

Essential Job Functions

• IT Operations: Collaborates with other teams to initiate action plans to identify workarounds and solutions for all identified problems while serving as a specialist assisting the Service Desk Analyst and Senior Service Desk Analyst. Identifies trends in incidents and prioritizing incidents that needs to be escalated to Problem Management. Provides support for the Service Desk IT Service Management tool.

• Team Support: has a small group of Service Desk Analysts and seniors. Runs team meetings with them and has a direct 1 on 1 relationship with the coworkers.

• Lead Service Desk projects and participate in IT Projects as the Service Desk representative

• Supervisor Accountabilities: Guides the Service Desk team to provide excellent customer service at all times to ensure standards and processes are followed. Provides backup for Supervisors in determining work strategies and assignments to meet department workload.

• Work with service desk leadership to maintain and exceed performance metrics

• Demonstrate strong verbal and written communication skills

Experience

• Minimum 5 years experience working in customer service or providing IT support

Education

• Bachelor's Degree or experience acceptable in lieu of bachelor's degree.

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Equal Opportunity Employer /AA Employer/Minorities/Women/Protected Veterans/Individuals with Disabilities.

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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here.