Service Desk Analyst

Overview:


TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.


Title: Service Desk Analyst
Duration: 12+ Months
Location: 100% remote
Job Type: Temporary Assignment



Job Description:

• Client is seeking a Service Desk Analyst (L1 & L2) to provide technical support and incident resolution within an ITSM environment. This role will focus on troubleshooting and resolving incidents escalated from L1 supporting major incident processes, analyzing ticket trends, and collaborating with L3 teams to improve service delivery.

Responsibilities:

• Resolve incidents escalated from L1 support.
• Troubleshoot hardware, software, network, and user access issues.
• Analyze ticket trends and identify recurring issues.
• Create and maintain knowledge base articles and support documentation.
• Collaborate with L3 teams for issue resolution and knowledge transfer.
• Assist with Major Incident Management activities.
• Maintain accurate ticket updates and meet SLA requirements.

Minimum Requirements:

• Minimum 1 year of experience providing ITSM-based Service Desk support.
• Experience with ticketing systems such as ServiceNow, Remedy, or Jira.
• Knowledge of Windows, Office 365, Active Directory, VPN, and basic networking.
• Strong troubleshooting, communication, and customer service skills.
• Ability to work independently and manage multiple priorities.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.