Lead Service Desk Analyst-Tier 2

Job description

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives. Responsible for delivering world-class support services across all BILH entities and its affiliates. Using the Information Technology Service Management suite provided, this Tier 2 support position is responsible for all aspects of customer requests and incident management. This includes occasionally logging, triaging, resolving, and timely follow-up of service requests/incidents. The Lead Service Desk Analyst acts as an escalation point for Tier 1 and interacts with all levels of BILH colleagues and thus must have superior customer relations and communications skills. This individual must be highly skilled in both customer service and various information technology areas. On a day-to-day basis, the Lead Service Desk Analyst ensures proper operation and support of PCs, printers, peripherals, and mobile devices. This individual also supports all standard operating systems and software applications. The position requires an attitude of constant learning, curiosity, helpful engagement with clients and colleagues, and being invested in the success of the group and its servic...