Information Technology Service Desk Analyst; ITSM
Job in
Newark, New Castle County, Delaware, 19711, USA
Listed on 2026-08-25
Listing for:
PSR Associates, Inc.
Full Time
position Listed on 2026-08-25
Job specializations:
-
IT/Tech
IT Support, Technical Support, HelpDesk/Support, Systems Analyst
Job Description & How to Apply Below
US Citizens or Green Cards only please
No 3rd parties please
About the RolePSR Associates is immediately seeking a Service Desk Analyst to join our team providing support to our client.
Client: State Agency
Term: 1 year+
Job Description:
The selected candidate will manage the intake, triage, and resolution of production issues while contributing to incident management and workflow optimization.
What You'll Do:- Receive, log, and validate incoming production support requests, ensuring accuracy and completeness
- Assign tickets to appropriate teams based on issue type, severity, and routing guidelines
- Monitor ticket progress to ensure timely updates, escalations, and resolutions
- Manage incidents throughout their lifecycle, from initial triage to closure
- Communicate effectively with stakeholders and end users during high-impact incidents
- Identify issues requiring backlog creation, enhancement requests, or defect logging
- Participate in user acceptance testing and regression testing activities to validate fixes and ensure smooth deployments
- Collaborate with the Testing Project Manager to align production issues with the appropriate release management processes
- Document recurring issues, root cause findings, and workarounds.
- Maintain an up-to-date and accessible Production Support Knowledge Base
- Review incidents for patterns and elevate recurring issues for further analysis
- Ensure all ticket-handling processes comply with SLA expectations and established procedures
- Partner with PM, BA, and Operations teams to clarify production issues and assist with validation tasks
Required
- Proven experience in incident management, production support, or related fields
- Strong analytical, problem-solving, and communication skills
- Familiarity with UAT and regression testing best practices
- Experience with incident management tools and workflows
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