Service Desk Representative Sr

Requisition Number: 100791

Service Desk Representative Sr.

Location:7150 Humphrey Drive, Minneapolis, MN 55450 Terminal 2 (fully onsite)

Shift: Monday - Friday Standard Business Hours - 8 AM - 5 PM CT

Pay: $22.35 - 27.66/hr

Position Overview:We are seeking a dedicated Service Desk Representative Sr. to join our team. The ideal candidate will identify, categorize, and prioritize incidents, conduct root cause analysis, develop resolutions, and ensure effective communication with stakeholders. This role also involves continuous process improvement and policy development to enhance our incident management practices.

Key Responsibilities:

Identification and Prioritization:

• Identify, categorize, and prioritize incidents based on their impact and urgency.

Root Cause Analysis:

• Investigate incidents to determine the root cause, utilizing data and patterns to understand the underlying issues.

Resolution:

• Develop and implement solutions to resolve incidents, collaborating with relevant teams and stakeholders to ensure timely and effective resolution.

Documentation:

• Document incident details, actions taken, and resolutions for future reference and analysis.

Communication:

• Keep stakeholders informed about the status, progress, and potential impacts of incidents.

Process Improvement:

Continuous Improvement:

• Identify areas for improvement in incident management processes and workflows to enhance efficiency and effectiveness.

Policy and Procedure Development:

• Contribute to the development and maintenance of incident management policies and procedures.

Other Responsibilities:

Reporting:

• Generate reports on incident trends, performance, and the effectiveness of incident management processes.

Required Skills:

Problem-Solving:

• Strong analytical and problem-solving skills to identify and resolve complex issues.

Communication:

• Excellent communication skills to effectively convey information to stakeholders, especially under pressure.

Technical Knowledge:

• Understanding of IT systems, infrastructure, and applications.

Organizational Skills:

• Strong organizational skills to manage multiple tasks and priorities efficiently.

If you are a proactive and detail-oriented professional with a passion for incident management and continuous improvement, we encourage you to apply for this exciting opportunity.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes:Minneapolis||Minnesota (US-MN)||United States (US)||IT Infrastructure & Support|| None||US - Minneapolis, MN||