Job Description
We’re looking for a Service Desk Analyst to support our user community by documenting, triaging, and resolving IT service requests that come in through phone, email, and online channels. In this role, you’ll be a key point of contact for end users and will coordinate assignment and follow-through with appropriate IT teams to ensure timely, effective resolution and a great customer experience.
What you’ll do
- Serve as the first point of contact for IT support requests received via phone, email, and online ticketing
- Document incidents and service requests clearly and completely in the ticketing system
- Troubleshoot and resolve common issues; escalate appropriately when needed
- Coordinate assignment of requests to the correct IT staff or resolver groups
- Track ticket progress and ensure timely updates, communication, and closure
- Follow defined IT Service Management (ITSM)/ITIL processes for incident, request, and escalation handling
- Contribute to improved support by identifying patterns, recommending solutions, and supporting knowledge documentation
What we’re looking for
- Experience in a Service Desk, Help Desk, or IT Support environment with 4 years of experience
- Experience using ServiceNow
- Strong customer service mindset with excellent written and verbal communication
- Ability to prioritize, manage multiple tickets, and work effectively under deadlines
- Comfort working with ticketing workflows and documenting steps/results
- Strong troubleshooting skills and ability to partner across IT teams