Incident Management Analyst – Help Desk

Status Category:Full-TimeExempt/Non-Exempt:Non-ExemptScheduled Hours Per Week:40Job Code:NP0267With over 120 offices and nearly 7,000 associates in major metropolitan areas and suburban cities throughout the U.S. CBIZ (NYSE: CBZ) delivers top-level financial and employee business services to organizations of all sizes, as well as individual clients, by providing national-caliber expertise combined with highly personalized service delivered at the local level.   CBIZ has been honored to be the recipient of several national recognitions for 2023:      • Best and Brightest Companies to Work for in the Nation • Top Workplaces USA • Best Places to Work in Insurance• Best and Brightest Companies in Wellness • Great Place to Work CertificationJob Purpose/Primary Objective:Coordinates and manages the Incident Management process activities across Help Desk.Essential Functions:• Collaborate with Team and Department leaders to resolve complex escalation issues.• Act as a liaison between Help Desk, Command Center, and Major Incident Management areas.• Assists with classification and prioritization of incidents as well as identifying the impact, partnering with Command Center Operations.• Analyzes incoming Help Desk Incidents to identify service restoration actions to be taken for customers.• Monitors incident details and the progress towards resolution of assigned incidents.• Coordinate and drive appropriate actions in response to incidents on behalf of the Help Desk• Assist Incident Management Process Owners in driving Service Management best-practices and ITIL process standardization.• Acts as an escalation point to expedite incident resolution.• Partner with various teams to ensure communication and resolution.• Escalates the process as necessary per established policies.• Acts as a customer escalation point from Tier 1 related to customer service issues.Requirements:• Understanding of Incident Management, Problem Management and Change Management processes.• Teamwork/collaboration mindset with the ability to work with stakeholders throughout the organization.• Detail orientation with strong analytical responsibilities.• Exceptional communication and interpersonal skills, both verbally and in writing.• Always provide excellent customer service.• Adapt to shifting priorities in an ever-changing work environment.• Think critically in seeking solutions.• Handle multiple tasks simultaneously.• Perform other administrative duties as assigned.Minimum Qualifications:• Associate degree in information technology or related field OR 2 years of experience in the ITIL driven IT management environment.• ITIL 3 or 4 Certification preferred.CBIZ.Jobs Category: Customer ServiceREASONABLE ACCOMMODATIONIf you are a qualified individual with a disability you may request reasonable accommodation if you are unable or limited in your ability to use or access this site as a result of your disability. You can request a reasonable accommodation by calling 844-558-1414 (toll free) or send an email toEQUAL OPPORTUNITY EMPLOYERCBIZ is an affirmative action-equal opportunity employer and reviews applications for employment without regard to the applicant’s race, color, religion, national origin, ancestry, age, gender, gender identity, marital status, military status, veteran status, sexual orientation, disability, or medical condition or any other reason prohibited by law. If you would like more information about your EEO rights as an applicant under the law, please visit these following pagesNotice to Third-Party AgenciesCBIZ does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of CBIZ. CBIZ will have the right to hire that applicant at its discretion and without any fee owed to submitting staffing/employment agency, person or entity.