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Senior Service Desk Analyst Job
Job Number: LCS14777
Job Title: Sr. Service Desk Analyst
Department: Planning & Architecture - 0014925
Facility: Corporate Headquarters
Location: Providence, RI
Associates Degree, teaching certification or equivalent work experience. ITIL Foundations Certification a plus.
Knowledge of HP Service Center, Front Store, Pharmacy and Minute Clinic applications. Knowledge of creating web based training programs, particularly in Adobe Captivate, is a plus.
At least 3 years of experience directly related to the duties and responsibilities specified. IT call center experience required.
Strong technical and technical writing skills required. Demonstrated verbal and written communication skills required. Knowledge of adult learning experiences as well as customer service standards and procedures.
Demonstrated knowledge and skills necessary to establish training curriculums and conduct effective training on a broad range of applications and hardware for agents and end users.
Proven problem solving, leadership, team building, coordinating and organizing skills.
Under the general supervision of the Service Desk Manager, the Senior Service Desk Analyst develops and conducts training programs and creates and maintains knowledge articles from within Front Range. Facilitates training to new ISSC agents, as well as cross-training and up-skill initiatives. Assists in the creation of training and knowledge objectives for both new and existing programs. Designs training programs and prepares documentation including outlines, text, and handouts. Responsible for the Knowledge Base in Front Range including knowledge articles, knowledge approval processes and knowledge audit processes for the IS Organization. The Trainer/Knowledge Coordinator works closely with Agents, Quality Coordinator, ISSC Manager, Supervisors and various IS teams.