Administrator - desk Side Services

Administrator-Desk Side Services

Location: Colorado Springs, CO

Job Summary: The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

• Adhere to quality standards and regulatory requirements by implementing best practices in asset management services to ensure compliance with company policies.
• Provide on-call support for escalated issues, performing root cause analysis using asset management tools to identify and rectify recurring problems.
• Conduct knowledge base updates and management, facilitating training sessions for new hires and coaching analysts to enhance team capabilities.
• Independently resolve tickets within the agreed service level agreement (SLA) for ticket volume and response time, utilizing asset management software to track and manage incidents effectively.
• Ensure a positive customer experience and high customer satisfaction (CSAT) scores by striving for first call resolution and minimizing rejected resolutions and reopened cases.

Skill Requirements

• In-depth knowledge of asset management services and tools.
• Strong analytical and problem-solving skills.
• Proficient in ticketing systems and incident management processes.
• Excellent communication and interpersonal skills.

Certification

• ITil Foundation Certification (Optional but valuable).
• Certification in Asset Management (Optional but valuable).

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.