Service Desk Analyst

2–3+ years of relevant experience in IT support, service desk, or a related role (or equivalent combination of education and experience) Working knowledge of ITIL concepts and service management best practices Experience supporting users in a corporate environment (financial services experience is a plus) Strong ability to troubleshoot and resolve technical issues with sound judgment Excellent verbal and written communication skills Ability to clearly explain technical concepts, procedures, and workarounds to non-technical users Strong documentation and organizational skills Nice to Have Skills & Experience Experience with ticketing systems (e.g., ServiceNow) Familiarity with Knowledge-Centered Service (KCS) Experience supporting identity, access, and collaboration tools (e.g., M365, VPN, MFA) Customer service, call center, or high-volume support experience Job Description Insight Global is looking for a Service Desk Analyst in the Albany, NY area. This person will serve as the first point of contact for end users, providing technical support through phone, live chat, and the self-service portal. Day to day, they will troubleshoot hardware, software, application, password, account access, and other common technical issues, with a focus on resolving problems during the first interaction whenever possible. They will create and maintain accurate tickets, follow Knowledge Base articles and approved support procedures, and elevate more complex issues to the appropriate technical teams. The role will also provide basic User Access Management support, including identity verification, password resets, account unlocks, access requests, and authorized provisioning or deprovisioning activities. They will work within established SLAs and security requirements, communicate updates to users and stakeholders, and assist with major incident escalation when needed. The individual will also help improve the Service Desk by identifying opportunities for new knowledge articles, automation, self-service, and shift-left support while maintaining a strong focus on customer service and accurate documentation. #J-18808-Ljbffr