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Lead BMC Remedy/Helix Service Desk Professional - Washington DC
Company: Alldus International Consulting Ltd
Location: Washington, DC
Posted On: 05/03/2025
Position: Lead BMC Remedy/Helix Service Desk AnalystEmployment Type: 6-Month Contract with ongoing extensionsContract Type: C2CLocation: Washington DCPay Rate: $70 - $75 per hourOur client, a leading IT organization, is seeking an experienced Lead BMC Remedy/Helix Service Desk Analyst to join their team for a 6-month contract with ongoing extensions. This role offers an exciting opportunity to lead a team of service desk analysts, optimize BMC Remedy/Helix operations, and drive continuous improvement in IT service management.Responsibilities Lead and mentor a team of BMC Remedy/Helix Service Desk analysts, providing guidance and coaching to ensure high performance and professional growth. Manage BMC Remedy/Helix Service Desk operations, ensuring resolution of incidents, requests, and problems within agreed SLAs and KPIs. Administer the BMC Remedy/Helix platform, including configuration, customization, and integration with other IT systems. Continuously improve service desk processes and procedures to enhance efficiency, effectiveness, and customer satisfaction. Implement quality assurance measures for incident records, resolutions, and documentation. Prepare and present regular reports on service desk performance, including trends, issues, and improvement initiatives. Collaborate with other IT teams and stakeholders to integrate service desk functions with broader IT service management processes. Coordinate training sessions and workshops for service desk analysts to enhance technical skills and knowledge of BMC Remedy/Helix.Skillset Minimum of 3 years of hands-on experience with BMC Helix/Remedy administration and service desk management. Preferred Certifications: ITIL 4 Managing Professional, BMC Certified Professional. Leadership and team management skills. Proficiency in BMC Helix/Remedy platform, including AR System, Atrium CMDB, ITSM Suite, and Smart IT. Strong communication skills and ability to interact with various stakeholders. Able to work onsite.
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