Service Desk Analyst

Key Responsibilities Manage L1 and L1.5 incidents and service requests from intake to resolution. Provide first-contact resolution for end-user issues where possible. Act as SPOC for service desk activities including incidents, problems, and requests. Receive, prioritize, document, and resolve support tickets. Perform ticket triage and escalation per SLA guidelines. Track, monitor, and close tickets within SLA timelines. Support issues related to: Password resets MS Office Windows OS Basic desktop support Use ITSM tools (e.g., ServiceNow) for ticket management. Ensure a positive end-user experience through effective communication and resolution. Participate in process improvement and support assigned projects. Work independently and in a fast-paced team environment; support multiple locations/shifts as needed. Required Qualifications Bachelor’s degree in IT, Computer Science, Business, or related field Minimum 1 year experience in: Service desk / IT support / technical help desk Systems analysis, IT operations, or data coordination Familiarity with IT systems and service management tools Preferred Skills ServiceNow or similar ITSM tools Windows OS and MS Office troubleshooting Strong communication and customer service skills Ability to work in SLA-driven environments Basic IT infrastructure understanding #J-18808-Ljbffr