Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring! Clarity Partners is seeking an Service Desk Process Analyst local to Chicago, IL . This is a full-time opportunity on a large-scale client facing project. This position will report in a onsite setting. We are seeking four (4) Analysts split evenly across the following shifts: Shift Options: AM Shift: 12:00 AM – 12:00 PM PM Shift: 12:00 PM – 12:00 AM
Responsibilities:
- Supervise daily service desk and desktop support operations to ensure high-quality service delivery.
- Manage call queues, ticket workflows, and resource allocation based on priority and impact.
- Monitor ticket lifecycle to ensure timely resolution and SLA adherence.
- Serve as the primary escalation point for complex issues and operational challenges.
- Lead communications during major incidents, providing timely and clear updates to stakeholders.
- Translate technical issues into concise, business-friendly messaging for non-technical audiences.
- Coach, mentor, and develop team members through hands-on leadership and real-time feedback.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Plan and manage staffing schedules to meet service demands and coverage requirements.
- Balance workloads and monitor team performance to optimize efficiency and service quality.
- Analyze service desk metrics, workflows, and systems to identify improvement opportunities.
- Manage and optimize ACD and ticketing systems, including reporting and process enhancements.
- Maintain and update service desk documentation, procedures, and knowledge resources.
- Collaborate across shifts and teams to drive consistency, knowledge sharing, and operational excellence.
