Incident Management Analyst - Help Desk

With 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 Certification

Job 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.