Service Desk Analyst

job description summary: the service desk analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience. This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.

Job description:

key responsibilities resolve standard to moderately complex incidents and requests involving windows and/or macos, microsoft 365, enterprise applications, hardware, mobile devices, printing, vpn, and network connectivity. Manage tickets in servicenow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation. Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution, where practical. Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.

Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions. Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents. Review queues throughout the day to address aging work, approaching sla breaches, and unresolved blockers. Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.

Use and improve knowledge articles, document recurring fixes, and recommend service improvements. Follow it, security, and corporate standards; contribute to projects and other assigned work. Reporting and operating model work collaboratively with service desk teammates, leads, managers, and resolver groups. Follow established ways of working, using servicenow as the system of record for support activity and customer communication.

required qualifications 2–4 years of it support experience or equivalent, primarily in service desk or end-user support. Hands‑on experience with windows and/or macos, microsoft 365, and enterprise endpoint troubleshooting. Experience supporting remote users, pc hardware, mobile devices, and network printing. Strong troubleshooting, organization, and written and verbal communication skills. A customer‑focused approach and accountability for assigned work.

preferred qualifications experience with servicenow or a comparable itsm platform. Itil® 4 foundation certification. Relevant technical certification, such as comptia a+, microsoft 365 fundamentals, or microsoft endpoint administrator.

key competencies customer service, technical problem-solving, ownership, prioritization, collaboration, and clear documentation.

scope and role expectations independently handle first- and second-line support within established procedures, coordinate effective handoffs, and escalate issues requiring additional expertise. Maintain consistent communication and follow-through.

success measures achievement of established slas and kpis, timely resolution and escalation, accurate ticket records, consistent customer updates, and contributions to knowledge and service improvement. Users receive timely, professional support and clear updates, with issues resolved effectively or handed off with complete troubleshooting details. Assigned tickets have clear ownership, accurate records, and daily updates that explain progress, blockers, and next steps.

Established slas and kpis are met through effective prioritization, regular queue reviews, and timely escalation of stalled or high‑impact issues.…