Sr. Client Service Analyst, ITS-Service Desk

The BMC Service Desk Senior Technical Analyst serves as a Senior member of the team by ensuring excellent customer service, proper use of Service Desk tools for maximum benefit, develops team effectiveness through coaching, communication, motivation training and mentoring.

He/She will be required to set the pace through the BMC Service Desk Managers expectations and example, establish an environment of continuous improvement, follow corporate performance and industry standards, resolve problems and able to make accurate decisions, identify, analyze and communicate trends, assess findings of audits to identify the need of quality coaching.

Job Duties

• Provides expert support to end-users, employing a high degree of customer service, technical expertise, and timeliness. Uses various project management techniques including setting initial expectations, timelines, and milestones.
• Accurately gauges project resource dependencies and work's with customers and peers to ensure minimal resource conflicts. Constantly reviews project tasks and communicates status and impact of changes to customer and ITS management.
• Has frequent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems.
• Adheres to established standards in first and second level Technical Support for hardware/software related issues.
• Supports the Service Desk staff by taking break/fix trouble calls as needed.
• Has frequent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Follows through on resolution with users.
• Consults and assists in building solution-based tool sets to identify, diagnose, and resolve customer problems. Assists in developing standards, process, procedures, policy, workflows, and service level agreements.

EDUCATION

Bachelor's Degree, preferably in the field of Computer. HDI Certification's in a Help Desk environment a plus Five years of previous Help Desk support or relevant IT experience.

Experience

• Must be highly organized and detail-oriented, have exceptional communications and writing skills, and be able to work both independently and as part of a team.
• Experience in a leadership role with senior-level professionals is helpful. Must be a team player and have a strong knowledge of call center technology

Compensation Range

$26.92- $37.74

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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