Service Desk Analyst

Job Description

Job Description

PRIMARY RESPONSIBILITIES:

• Serve as a lead resource for Service Desk activities, helping coordinate daily support efforts and assisting analysts with prioritization, troubleshooting, and issue resolution.
• Provide high-quality customer interactions in a courteous manner while modeling professional, customer-focused communication for the team.
• Record and review incident or request details in the ticketing system to support accurate documentation, timely follow-up, and consistent service delivery.
• Assess impact and urgency of issues, set priority according to established standards, and provide guidance to analysts on proper ticket handling and escalation.
• Determine appropriate next steps when workarounds are used and route tickets according to established protocols to support permanent resolution.
• Use approved communication methods to notify customers of scheduled and unscheduled disruptions, ensuring messaging is accurate, timely, and consistent.
• Support first-contact resolution efforts by applying documented solutions and workarounds, while helping analysts identify appropriate resources and escalation paths.
• Participate in critical or major impact incidents by helping coordinate Service Desk response activities, maintaining a calm presence, and following established protocols.
• Follow up on issues requiring additional research and assist with coordinating resolution activities across support teams as needed.
• Collect and compile data to support reporting on support activity, capacity, compliance levels, and service performance.
• Monitor and drive adherence to established Service Level Agreements and help identify items requiring attention, escalation, or consolidation into Problem Management.
• Participate and drive the creation, review, and update of Service Desk documentation, knowledge articles, and standard operating procedures.
• Assist with tracking KPIs and identifying opportunities to improve call resolution, quality of support, and customer satisfaction results.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Computer Science, Management Information Systems, or related field.
• 10+ years of prior experience in an IT role supporting end users and IT operational technology needs.
• Working-level knowledge of various desktop and mobile technologies, including experience with medium-to-large endpoint deployments.
• Experience supporting Windows and/or Apple environments, as well as Android and Apple iOS.
• Strong customer service, analytical, organizational, and multitasking skills.
• Energetic, highly self-motivated, and able to work efficiently and productively.
• Experience mentoring and developing IT Engineers and Analysts.