Service Desk Analyst

Job Description

Insight Global is looking for a Service Desk Analyst to join an IT support team in NY City, New York. This individual will serve as the first point of contact for end users, delivering high-quality technical support across phone, chat, and self-service channels. This is a fast-paced, high-volume environment where strong troubleshooting skills, attention to detail, and customer service are critical to success. Serve as the first point of contact for IT support requests via phone, chat, and ticketing system. Troubleshoot and resolve issues related to hardware, software, applications, and user access. Manage and update tickets within the ticketing system, ensuring accuracy and SLA adherence. Provide support for user account management, including password resets, account unlocks, and access requests. Leverage knowledge base articles and internal documentation to resolve issues efficiently. Escalate complex or unresolved issues to appropriate internal teams. Maintain clear documentation of issues, resolutions, and processes. Deliver a strong customer experience while managing a high volume of support requests.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 2–3+ years of experience in a Service Desk or IT Support role

• Strong troubleshooting skills across Windows OS, applications, and common access issues

• Experience working in a corporate IT environment

• Familiarity with ticketing systems and SLA-driven support models

• Strong communication skills with the ability to support non-technical end users

• Proven ability to multitask in a fast-paced, high-volume environment

• Strong attention to detail and problem-solving mindset • Experience supporting users across multiple channels (phone, chat, and self-service portals)

• Exposure to ITIL processes or structured service management environments

• Hands-on experience with hardware support (laptops, desktops, peripherals)

• Experience with Active Directory or user access management tools

• Prior experience contributing to or utilizing knowledge base documentation