Help Desk/Desktop Support Analyst

Job Description

Job Description

We are looking for a ITIL Support Analyst to oversee incident coordination across a multi-tier IT support environment in Salt Lake City, Utah. This contract position is ideal for someone who can manage incident flow from initial intake through final resolution while maintaining strong service performance and clear communication with stakeholders. The role focuses on improving response effectiveness, reducing recurring issues, and ensuring tickets are actively progressed across support teams and partner groups.

Responsibilities:

• Manage the complete incident process for issues of all priority levels, from identification and triage through escalation, resolution, and closure.

• Lead response efforts for high-impact incidents by coordinating resources, directing activities, and keeping teams focused on service restoration.

• Apply appropriate severity levels and routing paths to incidents across Tier 1, Tier 2, and Tier 3 support functions.

• Monitor ticket queues continuously, step in on cases at risk of delay, and help teams stay aligned with response and resolution expectations.

• Review service data and incident trends to uncover repeat problems, process gaps, and opportunities for automation or self-service improvements.

• Maintain strong oversight of incidents involving infrastructure, security, application, facilities, or external vendors to prevent work from stalling outside the core support queue.

• Communicate timely updates during active incidents and prepare clear summaries for both technical teams and business stakeholders after resolution.

• Conduct root cause reviews for significant incidents, document follow-up actions, and track those items through completion.

• Evaluate end-user feedback, address dissatisfaction directly when needed, and share coaching points with support teams to improve service quality.

• Refine ServiceNow incident workflows, reporting fields, and queue management practices to support accurate tracking and measurable performance.

• 3+ years of experience in help desk, desktop support, incident management, or a closely related IT support role.
• Hands-on experience working with ServiceNow Platform and ServiceNow ITSM in a ticket-driven support environment.
• Working knowledge of ITSM and ITIL processes, including incident prioritization, escalation, and lifecycle management.
• Familiarity with Microsoft Windows 10 and standard desktop support troubleshooting techniques.
• Ability to coordinate incident response activities across multiple teams and maintain momentum on time-sensitive issues.
• Experience analyzing operational metrics such as MTTR, ticket aging, and service performance trends.
• Strong written and verbal communication skills with the ability to present updates clearly to technical and non-technical audiences.
• Exposure to Computer Incident Response Team (CIRT) practices or structured incident response environments is preferred.