Service Desk Liaison | IT Support & Incident Champion

Digital Management Llc; Atlanta (GA); Hybrid; USD 81,000 - 99,000; Full time

Job summary

Digital Management Llc in Atlanta, Georgia, is seeking a Mid Service Desk Liaison to join our IT support team. The role focuses on acting as the primary interface between end users and the service desk to ensure seamless communication and timely incident resolution.

You will monitor incidents, provide guidance on IT policies, and escalate issues as needed to meet SLAs. U.S. citizenship is required, and a BS in IT with 2–4 years of service desk experience is preferred.

Qualifications

• Bachelor of Science in Information Technology or related field.
• 2-4 years of experience supporting the Service Desk.
• ITIL Preferred.
• Citizenship: U.S. Citizen.

Responsibilities

• Act as the primary point of contact between end users and the IT service desk, ensuring seamless communication and issue resolution.
• Provide guidance and training to users on IT policies, procedures, and self-service resources.
• Monitor and track IT incidents and service requests, ensuring timely resolution in accordance with SLAs.
• Escalate complex or high-priority incidents to the appropriate support teams or management.
• Analyze incident trends and recurring issues, recommending proactive solutions.
• Work closely with IT support teams to facilitate efficient problem resolution and service delivery.
• Assist in change management processes, ensuring users are informed of IT changes and system outages.
• Identify opportunities for service desk process improvements to enhance user experience and efficiency.
• Maintain accurate documentation of incidents, resolutions, and user interactions within the ticketing system.
• Generate reports on service desk performance, user feedback, and common technical issues.
• Provide first-level troubleshooting for common technical problems and escalat when necessary.
• Support the development of knowledge base articles and FAQs to improve end-user self-service capabilities.

Education

Bachelor of Science in Information Technology or related field

Job description

Digital Management Llc in Atlanta, Georgia, is seeking a Mid Service Desk Liaison to join our IT support team. The role focuses on acting as the primary interface between end users and the service desk to ensure seamless communication and timely incident resolution.

You will monitor incidents, provide guidance on IT policies, and escalate issues as needed to meet SLAs. U.S. citizenship is required, and a BS in IT with 2–4 years of service desk experience is preferred.