Desktop Remote Analyst

Iron Bow Technologies•Richmond, VA

1d•Remote

About The Position

As a Desktop Remote Analyst, you'll play a vital role in ensuring customers receive timely, high-quality support by managing incoming service requests and coordinating technician workloads. You'll serve as the central point of communication between customers, field technicians, and internal teams to drive efficient ticket resolution, maintain SLA compliance, and support overall operational excellence.

Requirements

Experience working with enterprise ticketing platforms such as ServiceNow, Cherwell, or similar ITSM tools.
Experience managing and coordinating incident queues while meeting Service Level Agreements (SLAs).
Strong organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
Excellent verbal and written communication skills with a customer-first mindset.
Experience creating reports and analyzing operational data using Microsoft Excel, Word, and PowerPoint.
Experience using Microsoft SharePoint to manage and access documentation.
Working knowledge of computer hardware, software, networking, and IT support terminology.
Strong attention to detail and commitment to maintaining accurate documentation.
Ability to work independently while collaborating effectively across multiple teams.
High School Diploma or equivalent required + 1-2 years of work experience in the IT field

Nice To Haves

Experience supporting enterprise or government IT service delivery environments.
Familiarity with ITIL principles and incident management best practices.
Experience monitoring technician workloads and optimizing resource allocation.
Ability to identify trends and recommend process improvements that enhance service delivery.

Responsibilities

Monitor incoming ticket queues and assign incidents to the appropriate technical resources based on priority, workload, and SLA requirements.
Review and validate ticket details, asset information, and coding to ensure accuracy and contract compliance.
Coordinate with the Service Desk and internal support teams to route out-of-scope requests appropriately.
Track high-priority incidents and tickets spanning multiple teams to ensure timely resolution and customer satisfaction.
Maintain ticket quality by documenting actions, linking related incidents, and ensuring complete and accurate records.
Perform quality assurance reviews and reconciliations to verify all ticket activity is properly documented.
Prepare daily incident status reports, major incident summaries, and operational metrics for leadership.
Support first-call notification and, when applicable, first-call resolution efforts.
Collaborate with customers, field technicians, and leadership to communicate updates and balance workloads effectively.
Perform other duties as assigned in support of service delivery and operational objectives.