IT Service Desk Analyst

TEKsystems•Fairview, OR

6d•$30 - $38•Onsite

About The Position

The IT Service Desk Analyst is responsible for delivering day-to-day IT related support to users across North America, while serving as a proactive liaison between IT and the business. This role ensures operational excellence in end-user support, while also contributing to continuous improvement, business engagement, and alignment of IT services with Company goals. Day to day IT support includes, but not limited to, hardware setup, configuration, provisioning and user account management. The role also includes support for business applications (e.g. JD Edwards, custom applications, and SaaS). The Analyst also acts as a liaison between IT department and business units, analyzing service trends, recommending improvements, and promoting a consistent, customer-focused technology experience across the organization.

Requirements

Help desk
Help desk support
Troubleshooting
Windows
office 365
asset management
kpi
Experience administering a Service Desk or ITSM platform (e.g. Jitbit or similar)
ITIL V3/V4 training (certification preferred), with practical application of ITIL practices
Strong commincation skills, both written and verbal
Proficient with Windows OS, Microsoft 365, network concepts, and common business applications
Proficient with reporting and analytical tools (e.g. Power BI) for generating dashboards, KPIs, and operational insights

Nice To Haves

Workplace IT Certifications (MS-900, Comp TIA+, MCSA)

Responsibilities

Manage the Service Desk system, including queue management, workflow, user and access management, system availability, and user experience
Manage integration with other enterprise applications and IT systems
Manage IT assets, including lifecycle processes
Manage workplace assets (endpoints, licenses, user counts)
Manage escalations between different support levels
Support the creation and maintenance of the IT Service Catalog