Service Desk Analyst
About The Position
The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. The role combines technical troubleshooting with customer service, ticket ownership, and collaboration to meet service targets and improve the support experience. The position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations. The analyst independently handles first- and second-line support within established procedures, coordinates effective handoffs, and escalates issues that require additional expertise. The role works collaboratively with Service Desk teammates, leads, managers, and resolver groups, using ServiceNow as the system of record for support activity and customer communication. Success is measured through achievement of established SLAs and KPIs, timely resolution and escalation, accurate ticket records, consistent customer updates, and contributions to knowledge and service improvement. Support must follow established Ways of Working, security standards, and priority rules for all users, including executives.
Requirements
- 2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support.
- Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting.
- Experience supporting remote users, PC hardware, mobile devices, and network printing.
- Strong troubleshooting, organization, and written and verbal communication skills.
- A customer-focused approach and accountability for assigned work.
Nice To Haves
- Experience with ServiceNow or a comparable ITSM platform.
- ITIL® 4 Foundation certification.
- Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.
Responsibilities
- Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity.
- Manage tickets in ServiceNow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation.
- Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution where practical.
- Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.
- Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.
- Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.
- Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.
- Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.
- Use and improve knowledge articles, document recurring fixes, and recommend service improvements.
- Follow IT, security, and corporate standards; contribute to projects and other assigned work.
- Collaborate with Service Desk teammates, leads, managers, and resolver groups.
- Coordinate effective handoffs and route work requiring specialized expertise through documented escalation paths.
- Maintain consistent communication and follow-through, and ensure assigned tickets have clear ownership, accurate records, and daily updates.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
