Sr. Client Service Analyst, ITS-Service Desk

• The BMC Service Desk Senior Technical Analyst serves as a Senior member of the team by ensuring excellent customer service proper use of Service Desk tools for maximum benefit develops team effectiveness through coaching communication motivation training and mentoring.

  He/She will be required to set the pace through the BMC Service Desk Managers expectations and example establish an environment of continuous improvement follow corporate performance and industry standards resolve problems and able to make accurate decisions identify analyze and communicate trends assess findings of audits to identify the need of quality coaching.

  JOB DUTIES

  • Provides expert support to end-users employing a high degree of customer service technical expertise and timeliness. Uses various project management techniques including setting initial expectations timelines and milestones.
  • Accurately gauges project resource dependencies and works with customers and peers to ensure minimal resource conflicts. Constantly reviews project tasks and communicates status and impact of changes to customer and ITS management.
  • Has frequent interactions with customers; therefore must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems.
  • Adheres to established standards in first and second level Technical Support for hardware/software related issues.
  • Supports the Service Desk staff by taking break/fix trouble calls as needed.
  • Has frequent interactions with customers; therefore must be effective in interpersonal communications and problem solving. Follows through on resolution with users.
  • Consults and assists in building solution-based tool sets to identify diagnose and resolve customer problems. Assists in developing standards process procedures policy workflows and service level agreements.

  EDUCATION

• Bachelors Degree preferably in the field of Computer.
  HDI Certifications in a Help Desk environment a plus
  Five years of previous Help Desk support or relevant IT experience.

  EXPERIENCE

  • Must be highly organized and detail-oriented have exceptional communications and writing skills and be able to work both independently and as part of a team.
  • Experience in a leadership role with senior-level professionals is helpful. Must be a team player and have a strong knowledge of call center technology

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However our approach to determining base pay is comprehensive and a broad range of factors is considered when making an offer. This includes education experience skills and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs internal equity and addition BMCHS offers generous total compensation that includes but is not limited to benefits (medical dental vision pharmacy) discretionary annual bonuses and merit increases Flexible Spending Accounts 403(b) savings matches paid time off career advancement opportunities and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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