Senior Service Desk Analyst [Remote]

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Service Desk Analyst based in the United States.

This role sits at the core of enterprise IT support, ensuring seamless technology experiences for a large user base in a fast-paced, ITIL-driven environment. You will act as the first line of support for technical incidents and service requests, handling both voice and digital interactions through modern platforms such as Amazon Connect and Salesforce Service Cloud Voice. The position plays a critical role in maintaining operational continuity by resolving issues efficiently, escalating when needed, and ensuring service-level targets are consistently met. You will work within structured ITSM processes while contributing to continuous improvement initiatives that enhance support quality and user satisfaction. The environment is highly collaborative and service-oriented, requiring strong communication and problem-solving skills. This is an opportunity to directly impact end-user productivity across a large-scale enterprise ecosystem.

Accountabilities:

• Provide front-line technical support by answering, triaging, and resolving service desk tickets and calls for a large enterprise user base.
• Manage incidents, requests, and call workflows using Amazon Connect and Salesforce Service Cloud Voice in alignment with ITSM processes.
• Accurately document all interactions, ensuring proper categorization, resolution tracking, and escalation where required.
• Meet defined SLAs for response times, resolution targets, and customer satisfaction metrics.
• Collaborate with internal IT teams to escalate complex issues and ensure timely resolution.
• Contribute to knowledge base development and support continuous improvement of service desk processes and documentation.

Requirements:

• 2+ years of experience in IT service desk or ITSM technical support within a large enterprise environment (5,000+ users preferred).
• Hands-on experience (1+ year minimum) with Amazon Connect and Salesforce Service Cloud Voice.
• Active ITIL certification with verifiable documentation required.
• Strong understanding of ITIL-aligned incident, request, and escalation management processes.
• Excellent communication skills for handling voice and digital support interactions in a professional environment.
• Strong troubleshooting, problem-solving, and customer service skills.
• Ability to work in structured, SLA-driven environments with attention to detail and time management.
• Experience in knowledge management or AI-assisted support tools is a plus.
• Additional certifications such as HDI, CompTIA A+, or Salesforce credentials are advantageous.
• Must be eligible to work in the United States and reside in an approved state (no sponsorship available).

Benefits:

• Competitive hourly compensation range of $35–$50 USD based on experience and qualifications.
• Comprehensive benefits package including medical, dental, vision, and 401(k).
• Paid time off and additional discretionary bonus or incentive opportunities.
• Remote work flexibility within eligible U.S. states.
• Opportunity to work in a large-scale enterprise IT environment with modern support technologies.
• Exposure to leading platforms such as Salesforce Service Cloud Voice and Amazon Connect.
• Career development opportunities within IT service management and enterprise support operations.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.