Service Desk Analyst
About The Position
The Service Desk Analyst is the operational heartbeat of the Service Center — the critical link between the Technicians who deliver service on the ground and the Center of Excellence that sets the standard for how that service is delivered. This role exists to ensure that nothing falls through the cracks: that workloads are balanced, priorities are clear, quality is monitored, and the right people have the right information at the right time. The SDA serves two distinct but equally important stakeholder groups — the Technicians who depend on clear direction and removed blockers to do their best work, and the CoE that depends on accurate, timely operational intelligence to govern effectively. Without the SDA functioning at a high level, service quality erodes, teams lose direction, and the CoE loses its connection to what is happening on the floor. The Service Desk Analyst is not simply a coordinator — they are a standard-bearer. As they grow in this role, they become a force multiplier for the teams around them, elevating the capability of every Technician they support and contributing directly to an org that sets the standard for technology service delivery. Owning a shift schedule means owning what happens when it breaks. The SDA’s accountability does not end when a Technician calls out — it begins there.
Nice To Haves
- ITIL Foundations v4
- CompTIA A+
- COMTIA Network+
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Professional (MSP)
- Cisco Certified Network Associate (CNA)
Responsibilities
- Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks. Identify trends in service quality and proactively surface issues before they escalate. Provide real-time feedback to Technicians on quality expectations.
- Own and maintain team schedules ensuring adequate coverage across all required hours — including Shift 5 overnight and weekend Shift 6 — 24 hours a day, 7 days a week. Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps. A schedule is not complete until every shift has a confirmed Technician. Planning for coverage gaps is always preferable to reacting to them.
- The SDA is accountable for ensuring every shift is covered — not just scheduled. When a Technician is unable to fulfill a scheduled shift for any reason, the SDA owns the full response from the moment the vacancy is identified through to confirmed coverage or escalated resolution.
- Manage ticket intake and dispatch — ensuring tickets are correctly assigned, triaged, and moving through the queue efficiently.
- Own the escalation process for tickets that exceed resolution thresholds, require specialist involvement, or have stakeholder visibility. Ensure escalations are documented, communicated, and tracked to resolution.
- Serve as the primary operational support arm to the CoE Service Owner. Provide accurate, timely data on service center activity, quality trends, team performance, and shift coverage events.
- Generate regular reports on Service Center performance — ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events. Translate operational data into clear, actionable updates for the Service Owner and CoE.
- Maintain consistent communication rhythms with Technicians — team huddles, shift briefings, and one-on-one check-ins. Foster a team environment aligned to the org’s shared values and behavioral standards. Ensure Technicians understand their shift commitments and the impact of unplanned absences on the team.
Benefits
- Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
- Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
- PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
- Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
- Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
- Wellness Program: We promote a healthy lifestyle with our wellness program.
- Catered Lunches: Enjoy delicious catered lunches regularly.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
