Service Desk Analyst

** We are not offering visa sponsorship or C2C for this position due to resource requirements

RL Canning is a global IT managed services and consultancy firm committed to enhancing the digital workplace by driving value through technology and operational excellence. Our comprehensive service portfolio, supported by an ecosystem of digital innovators, delivers industry-leading solutions tailored to each customer's unique needs. We focus on achieving better, faster results aligned with long-term strategic goals.

RL Canning is seeking an experienced Service Desk Analyst (2nd Shift) to join our IT team. This role is responsible for coordinating, processing, and resolving incidents and requests related to supporting technology products, infrastructure, business processes, and enterprise services via phone and remote support.

The US base hourly range for this full-time position is $20.00 to $23.00 per hour W2, along with a comprehensive benefits package detailed in the “Benefits Offered” section of the job description. The hourly wage offered within this range will be influenced by factors such as work location, job-related skills, experience, and relevant education or training. During the hiring process, your recruiter will provide more specific information about the salary range, considering these factors.

Compensation and benefits remain in the Company's sole discretion and may be modified at the Company’s absolute discretion, consistent with applicable law, until they are paid.

• Provide end-users with phone support, in addition to walk-in end-users' first-level support.
• Expect to take about 30 – 40 calls daily.
• Responsible for answering and logging calls and documenting tickets with the proper notes through client ticketing systems.
• Evaluate the severity of the customer’s issue or request.
• Attempt to solve problems over the phone whenever possible and practical.
• Assign calls to appropriate individual(s) or queue based on information gathered.
• Follow up with the customer to confirm that issues have been resolved satisfactorily or communicate what action(s) have been taken to resolve.
• Required to escrow the ticket to the correct resolver group and evaluate the severity to determine the priority.
• Must have good troubleshooting skills and understand how to ask questions to assess the issue and resolve the problem.
• Perform other tasks as necessary to support and achieve business objectives.

• Strong technical aptitude in hardware, software (Windows and MAC), and peripherals.
• Must be able to work 2nd shift onsite/hybrid.
• Strong ability to analyze and resolve complex problems independently and quickly, and function in a fast-paced environment.
• Must have experience with Service Now or Fresh Service ITSM tools.
• Must have experience utilizing remote tools.
• Must be able to work within a high-pressure environment with high call volume.
• Ability to change and update Knowledge Base Articles.
• Associate degree or 2 years of college-level courses.
• Minimum of 2 years’ work experience in a Customer Service and/or Information Technology environment.
• CompTIA A+ Certification “Preferred”
• Willingness to travel as needed to support client projects and corporate responsibilities.

Unlock the opportunity to be a vital part of a cutting-edge environment where innovation is not just encouraged but is a way of life. You'll have the chance to work with the latest technologies, contribute to ground-breaking projects, and stay at the forefront of advancements in the IT industry.

We are dedicated to investing in our team’s growth and success. By providing the tools, resources, and support…