Service Desk Analyst – Staff Mandatory Qualifications (SMQs)

About the role

Sikich is seeking a seasoned Staff Mandatory Qualifications (SMQs) to join our Team. In this client-facing role as a Staff Mandatory Qualifications (SMQs), the ideal candidate enjoys working hands-on with our customers to configure and develop state of the art systems and solutions on Salesforce.

Responsibilities

• Provide ITSM technical support for a large-scale enterprise service desk environment.
• Utilize AWS Connect and Salesforce Service Cloud Voice to manage incidents, service requests, and customer interactions.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Maintain accurate documentation, knowledge articles, and ticket records.
• Deliver exceptional customer service and technical support to end users.
• Support continuous improvement initiatives and ITIL-based service management processes.

Requirements

• Minimum 2 years of full-time experience providing ITSM technical support on a service desk for enterprise IT organizations supporting at least 5,000 end users.
• Minimum 1 year of full-time experience using AWS Connect and Salesforce Service Cloud Voice as a service desk tool.
• Current ITIL Certification required.
• Bachelor’s degree required.
• Strong communication and collaboration skills, with a demonstrated ability to engage effectively with technical and non-technical stakeholders.
• Familiarity with agile / scrum methodology.
• Proven ability to lead a cross-functional team.
• Strong communication skills, both written and verbal.
• Ability to travel as needed.

Qualifications

• Values driven – You embody and model absolute integrity and servant leadership and you have a bias for action and continuous innovation.
• Uncompromising problem solver – You see opportunities in every business challenge and can develop, articulate and implement solutions.
• Collaboration – You are a relationship builder across all levels of the organization and across all business units.
• Instills trust – You do what you say, without ego, and you follow through on commitments consistently and credibly.
• Impact & influence – You are relentlessly focused on making a difference and can gain support for ideas, proposals and solutions. You get others to act, with or without formal authority, to advance initiatives and objectives.

Benefits

• Sikich maintains a Flexible Time Off (FTO) Policy.
• Sikich will also recognize paid holidays during the year and strives to permit employees to have time off the last week of the calendar year when client and project work permits.
• Sikich offers a comprehensive wellness program to engage, challenge and empower team members to take responsibility for their wellbeing.
• Sikich provides a range of benefits including competitive compensation, insurance options, wellness programs, and flexible work arrangements.
• Sikich also offers a robust paid Parental Bonding Leave program, tuition reimbursement, and client referral bonus programs.

Pay

The salary for this role is $65,000. This is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location.

Schedule

Flexibility is key at Sikich. Employees are encouraged to utilize their paid time off as needed to balance their work and personal lives.