IT Business Analyst

We are seeking an experienced IT End User Analyst to provide L1/L2 desktop and end-user support, manage ServiceNow tickets, analyze IT support data, and assist with asset management and reporting.

Roles and Responsibilities

• Provide L1/L2 technical support for desktops, laptops, mobile devices, and enterprise applications.

• Manage and resolve ServiceNow incidents, service requests, and knowledge-related tickets.

• Create and maintain ServiceNow reports and dashboards to track ticket performance and support trends.

• Analyze IT support data, identify trends, and provide insights to improve service delivery.

• Perform desktop troubleshooting, application support, and end-user issue resolution.

• Support IT asset management, including tracking and maintaining hardware and software assets.

• Assist with Microsoft 365 and other enterprise end-user technologies.

• Document troubleshooting steps, resolutions, and knowledge articles.

• Provide excellent customer service and communicate effectively with end users and technical teams.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or equivalent experience.

• 3+ years of experience in IT support, help desk, desktop support, or end-user computing.

• Hands-on experience with ServiceNow, including Incident, Request, and Knowledge Management modules.

• Experience creating and maintaining ServiceNow reports and dashboards.

• Strong troubleshooting skills across desktop, mobile, and enterprise applications.

• Knowledge of Microsoft 365 and enterprise end-user technologies.

• Experience with IT asset management and support processes.

• Strong analytical, problem-solving, and customer service skills.

• Excellent verbal and written communication skills.