Service Desk Analyst

Summary: The Service Desk Analyst is responsible for managing Level 1 and Level 1.5 service incidents and requests, providing first-line technical support, and ensuring timely resolution of issues. The role involves monitoring service desk communications, troubleshooting technical problems, and maintaining documentation of user requests. The analyst will also contribute to process improvements and support operations across various locations and shifts as needed.

Key Responsibilities:

• Manage Level 1 and Level 1.5 service incidents and requests from initial report through resolution
• Monitor and respond to Service Desk phone calls, email queues, and auto-triggered request queues
• Provide first-line technical support and customer service to end users across the enterprise
• Troubleshoot and resolve issues related to password resets, Microsoft Office, Windows, and other standard desktop support matters
• Receive, prioritize, document, and actively resolve end-user help requests
• Escalate and route incidents appropriately in accordance with Service Level Agreements (SLAs)
• Track open tickets, monitor ticket progress, and close resolved tickets within SLA guidelines
• Follow escalation and paging procedures to ensure timely resolution of incidents
• Serve as the single point of contact for Service Desk activities, incidents, problems, and requests
• Contribute to continuous process improvement initiatives within the Service Desk
• Maintain technical knowledge of Service Desk tools and technologies, including ServiceNow and performance monitoring tools
• Deliver exceptional customer service while meeting and exceeding user expectations
• Participate in special projects and perform additional duties as assigned
• Work independently and collaboratively within a fast-paced team environment
• Support operations at various locations and across different shifts when required

Key Skills:

• Bachelor's degree in a relevant field from an accredited college or university and one year of relevant experience; OR
• Master's degree in Management, Business Administration, Hospital Administration, Public Administration, Accounting, or a related field from an accredited college or university; OR
• Equivalent combination of education, training, and experience
• Minimum one year of experience in a business, government, hospital, educational institution, or non-profit environment involving systems analysis, methods and procedures, management information development, or data coordination
• Familiarity with EDP applications and data processing programs
• Experience providing Level 1 technical support and customer service
• Ability to manage incidents, requests, escalations, and ticket tracking within SLA requirements
• Strong communication, troubleshooting, and organizational skills
• Ability to work independently and as part of a fast-moving team
• Ability to work holidays and flexible shifts as needed
• Must have personal IT equipment including PC/laptop, monitor, headset, and reliable home internet connection

Salary (Rate): undetermined

City: undetermined

Country: undetermined

Working Arrangements: remote

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT