Service Desk Analyst

Role Overview The Service Desk Shift Analyst will be responsible for identifying, researching, and resolving technical problems, providing daily Tier 1 support to end users, and escalating to support teams as required. The analyst will work directly with counterparts in coordinating after‑hours desk side support while ensuring appropriate Service Desk coverage. What You Will Do Respond to user requests/incidents, provide first‑level support, troubleshoot incidents, and administer end‑user accounts. Monitor the service desk ticket queue, prepare and maintain documented procedures, and assist the Desktop Team. Why It Might Be a Fit The ideal candidate will have three years of prior Service Desk experience, possess the ITIL Foundation and/or HDI certification, and have excellent customer service skills. Ability to work a flexible schedule, including overnights, weekends, and/or holidays, is a must. Requirements High School Diploma 1 year of specialized training Minimum of three (3) years of job‑related experience ITIL Foundation/HDI Certifications Excellent customer support/service skills Clear, analytical thinking and problem solving Excellent communication skills Ability to handle problems in a calm and responsive manner Adaptability to changing environments, processes, technologies Time Management Benefits Paid holidays Flexible schedule Opportunity for professional development Confidentiality of user and departmental information #J-18808-Ljbffr