Senior Project Manager

Role Summary : The Service Desk Analyst will serve as the first point of contact for end users, ensuring high-quality service delivery, managing user requests, maintaining accurate documentation, and overseeing onboarding processes. This role is crucial in enhancing user experience, resolving issues efficiently, and escalating when necessary to maintain operational effectiveness.

Key Responsibilities :

• Document and update internal procedures and user guides to ensure accurate and up-to-date information.
• Design, create, and maintain the Service Desk SharePoint site for optimized information sharing.
• Maintain quality control of service desk interactions, ensuring a high level of customer satisfaction.
• Escalate unresolved issues to the appropriate teams while maintaining ownership of the user request until resolution.
• Follow up on cases escalated to the 3rd level to ensure timely resolution.
• Assist in the preparation and delivery of training sessions for end users on common issues and tools.
• Conduct telephone onboarding for users in locations without an OSS team.
• Support the Service Desk Coordinator by providing backup assistance when required.
• Proven experience in a service desk or customer support environment.
• Strong verbal and written communication skills in English and Spanish.
• Excellent ability to train and guide employees on technical processes.
• Strong documentation skills to create clear and concise procedural guides.
• Excellent organizational skills with strong attention to detail.
• High level of customer service orientation with problem-solving skills and the ability to work under pressure.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Adaptability to changing technologies and processes.
• Proficiency in ServiceNow and SharePoint for ticketing and documentation.
• Familiarity with O365 tools for collaboration and user support.
• Basic understanding of Active Directory for user account management.

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