Service Desk Analyst - Bristol, CT

Optomi, in partnership with a global leader in the entertainment and media industry, is seeking an Entry Level Service Desk Analyst to join their growing team in Bristol, CT!

Responsibilities:

• Serve as the main point of contact for handling incidents reported by stakeholders.
• Efficiently capture incident details through phone call or Slack interviews or monitoring interpretation.
• Analyze incidents thoroughly to understand their scope and impact. Work tickets, triage, and/or escalate as necessary.
• Collaborate with technical support teams, engineering, and media specialists to implement enhancements and optimize media delivery.
• Operate within the ServiceNow, Jira, Confluence, and PagerDuty environments and ensure that procedures around tracking and reporting issues are being followed.
• Participate actively in incident management processes, documenting and tracking incidents throughout their lifecycle using said procedures.
• Document solutions, best practices, and troubleshooting procedures to contribute to the knowledge base.
• Monitor various service-health platforms and stakeholder communication platforms like Slack, DataDog, BigPanda, e-mail, etc.

Qualifications:

• Bachelors Degree in a related field is required.
• Typically has 0-1 years of relevant experience.
• Ability to work well under pressure and manage priorities with urgent deliverables.
• Ability to deliver incredibly high-quality results in a heavy multitasking environment.
• Good communication and interpersonal skills for effective stakeholder and peer interaction.
• Basic knowledge of incident management processes and best practices.
• Familiarity with media streaming technologies, platforms, and protocols.

Preferred Qualifications:

• Experience in working in media streaming, television broadcast, transmission, IT or related fields.
• Technical background in digital media-related software or media technology support.
• Excellent problem-solving skills and the ability to work efficiently under pressure.
• Basic to intermediate computer certification(s) and/or ITIL v3/v4 Foundation Certification.