Service Desk Analyst
About The Position
This role provides first‑level technical support to end users across the organization, serving as the initial point of contact for IT‑related issues via phone, email, and chat. The Service Desk Analyst is responsible for logging, triaging, and resolving common technical problems while delivering a high standard of customer service in a fast‑paced, enterprise environment. This position currently supports an elevated ticket volume associated with an organization‑wide Office 365 migration. In addition to migration‑related requests, the role handles day‑to‑day end user support including account access, Microsoft application issues, break/fix troubleshooting, and SAP-related incidents. This is an excellent opportunity for an entry‑level candidate to gain hands‑on IT support experience within a global company. Candidates with prior service desk or help desk experience in an enterprise environment are also encouraged to apply.
Requirements
- 0–2 years of experience in a help desk or service desk support role (enterprise environment preferred)
- Strong customer service skills with the ability to support users across multiple communication channels
- Familiarity with Office 365 and Microsoft products
- Basic knowledge of Active Directory (account management, password resets, access requests)
- Experience using a ticketing system such as ServiceNow
- Working knowledge of Windows 10 (Windows 7 exposure a plus)
- Ability to troubleshoot basic hardware, desktop, and application issues
- Strong problem‑solving skills and willingness to learn in a dynamic IT environment
Responsibilities
- Serve as first‑level support for all end user technical issues via phone, email, and chat
- Create, document, and manage incidents and service requests using the ServiceNow ticketing system
- Troubleshoot and resolve common hardware, software, and application issues
- Support Office 365 migration activities, including login issues, application access, and user questions
- Manage user account requests such as password resets, access provisioning, and Active Directory tasks
- Provide support for Microsoft applications, Windows operating systems, and standard desktop environments
- Identify issues requiring escalation and route tickets to appropriate second‑level support teams
- Maintain accurate documentation and follow established ITIL and service desk procedures
- Deliver clear, professional communication while ensuring a positive end user experience
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
