Focus IT Group ยท 4 days ago
Service Delivery Analyst
New York, NY
Full-time
Onsite
New Grad, Entry LevelFocus IT Group specializes in delivering strategic IT solutions for legal, financial, and professional services businesses. They are seeking a full-time Service Delivery Analyst to serve as the first point of contact for incoming service requests, ensuring efficient ticket triage and assignment to maintain smooth service desk operations.
Information TechnologyIT InfrastructureTelecommunications
Responsibilities
Act as the first touch for all unassigned tickets; gather relevant information and clarify details
Triage service desk requests and ensure proper categorization and labeling before reassignment
Prioritize, assign, and escalate tickets based on issue severity and client VIP status
Resolve Level 1 service requests, like password resets and email group/distribution list creation
Monitor service desk queues for stale, lost, or forgotten items to maintain SLA compliance
Manage traffic and reassignment of incoming requests to appropriate teams or technicians
Monitor field technician schedules to ensure efficient resource-to-ticket allocation
Answer incoming service desk phone calls and provide initial support or escalation
In-office operations assistance: supply ordering, shipping &receiving
Qualification
Required
Strong skills in IT Service Delivery and Service Delivery frameworks
Proven ability to perform data analysis and problem-solving with excellent Analytical Skills
Exceptional Communication skills to effectively interact with both technical teams and clients
Demonstrated proficiency in Customer Service to address and resolve client issues efficiently
Preferred
A strong understanding of IT infrastructure and cybersecurity principles is highly beneficial
Company
Focus IT Group
We believe your business needs should drive every technology decision you make and at Focus IT Group (Focus IT) we take a comprehensive approach to managing IT for your legal, financial or professional services business.
Founded in 2009
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase