Service Desk Analyst

No Third Party Vendors, No Sponsorship, No Corp to Corp This is a Service Desk focused role, responsible for providing first-level technical support to end users across phone, chat, and self‑service channels. Candidates will be expected to troubleshoot and resolve incidents related to hardware, software, applications, and user access, while adhering to established SLAs and support processes. Experience Required: 2–3 years in Service Desk / IT support Strong troubleshooting across Windows, applications, and access issues Experience working in a corporate IT environment Strong communication and customer service skills Core Responsibilities: Provide first point of contact support via phone, chat, and portal Diagnose and resolve technical issues and service requests Manage tickets accurately within the ticketing system Utilize knowledge base articles and follow defined processes Support user access management tasks (password resets, account unlocks, approvals) Escalate issues appropriately and collaborate with internal teams Maintain strong documentation and customer experience standards Responsibilities: Serve as the first point of contact for end users by providing technical support via live chat, self‑service portal, and phone Diagnose, troubleshoot, and resolve hardware, software, and application‑related incidents and service requests Document, categorize, prioritize, and manage incidents and requests accurately within the ticketing system Use published Knowledge Base (KB) articles to ensure consistent, compliant, and efficient issue resolution Ask targeted questions to fully understand the user’s issue and determine the appropriate resolution path Resolve issues at first contact when possible and elevate appropriately to higher‑level support teams when outside scope Adhere to defined SLAs, response times, and resolution targets Participate in shift‑left initiatives by resolving eligible requests and incidents at the Service Desk level to reduce dependency on higher‑tier support groups Utilize approved procedures, automation, and knowledge articles to enable first‑contact resolution of common user issues Provide baseline User Access Management (UAM) support, including: Identity verification and user validation in accordance with company policy Assisting with access requests using approved workflows and forms Executing password resets, account unlocks, and basic access provisioning/deprovisioning activities where authorized Ensure all access‑related requests follow least privilege principles, documented approvals, and audit requirements Escalate complex or exception‑based access requests to appropriate IAM, security, or application owner teams Support continuous improvement of shift‑left and UAM processes by identifying recurring requests suitable for knowledge articles, automation, or self‑service enablement Maintain accurate documentation and ticket notes to support audit, compliance, and security reviews Act as an initial trigger for critical/major incident management, engaging appropriate technical and incident management teams Coordinate with technical teams and provide timely, clear updates to users and stakeholders until resolution Maintain a strong customer service focus, ensuring a positive support experience Contribute to continuous improvement initiatives, including: Knowledge Base creation and updates Process improvements Self‑development and skill enhancement Participate in team meetings to identify operational challenges and collaborate with leadership on timely resolutions Ideal Candidate Profile: We are looking for candidates who: Demonstrate strong customer service and communication skills Are comfortable working in a fast‑paced, high‑volume support environment Have experience handling multi‑channel support (phone, chat, tickets) Bring a strong problem‑solving mindset and attention to detail Qualifications Required: 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 judgement Excellent verbal and written communication skills Ability to clearly explain technical concepts, procedures, and workarounds to non‑technical users Strong documentation and organizational skills Preferred / Nice to Have 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 #J-18808-Ljbffr Y&L Consulting, Inc.