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BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.
What you will do
User Support
Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
Provide clear, friendly and effective communication to assist users to resolve their issues
Issue Resolution
Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
Escalate issues to higher-level support, if necessary
Incident Management
Record and track incidents and service requests using the Jira ticketing system
Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)
Technical Knowledge
Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
Remain up-to-date with technology trends and advancements to contribute to process improvement
Documentation and Knowledge Base
Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
Collaboration
Work closely with other team members, such as system administrators and Application developers, to address complex issues
What you need to have
Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)
Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
Ability to communicate technical information in a clear and understandable manner is crucial
Proven problem-solving skills to identify issues, analyze data, and make informed decisions
Experience with JIRA ticketing process and reporting capabilities or similar service desk software
What we’d like you to have
Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
Basic understanding of relational databases desired
Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired
About BigBear.ai
BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai’s predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.
BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.
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