Service Desk Analyst

Job Description

You’ll be part of a global Service Desk team, providing first-line technical support to internal stakeholders across the organization. This role is focused on delivering a high level of customer service while efficiently troubleshooting and resolving IT issues.

Core

Responsibilities include:

Serve as the first point of contact for IT support requests via phone, email, and ticketing system

Provide timely and effective technical support through the organization’s service management platform

Take ownership of user issues, proactively working toward resolution

Accurately log, track, and document all support requests, including detailed notes and updates

Validate users and assist with authentication resets or temporary access as needed

Maintain and update service desk documentation and knowledge base articles

Escalate more complex issues to the appropriate IT teams, ensuring clear communication throughout

Support laptop deployments, refreshes, and related hardware needs

Assist with email security processes, including managing quarantined email releases

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to  learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

5+ years of experience in relevant 1st line / service desk support experience

Strong knowledge of Microsoft based operating systems with emphasis on Windows desktop technologies

Experience using and troubleshooting Microsoft Office 365 platform.

Understanding of PC hardware set-up and configuration.

Experience with Ivanti

Excellent telephone manner and communication skills.

Attention to detail when handling user requests and security-related tasks