Service Desk Analyst - Bristol, CT
📋 Role Overview & Responsibilities
Optomi, in partnership with a global leader in the entertainment and media industry, is seeking an Entry Level Service Desk Analyst to join their growing team in Bristol, CT!
Responsibilities:Serve as the main point of contact for handling incidents reported by stakeholders.Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.
Qualifications:Bachelors Degree in a related field is required. Typically has 0-1 years of relevant experience.Ability to work well under pressure and manage priorities with urgent deliverables.Ability to deliver incredibly high-quality results in a heavy multitasking environment.Good communication and interpersonal skills for effective stakeholder and peer interaction.Basic knowledge of incident management processes and best practices.Familiarity with media streaming technologies, platforms, and protocols.
Preferred Qualifications:Experience in working in media streaming, television broadcast, transmission, IT or related fields.Technical background in digital media-related software or media technology support.Excellent problem-solving skills and the ability to work efficiently under pressure.Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification.
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This position is located in Bristol, CT with potential relocation and sponsorship assistance depending on candidate qualifications.
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