Service Desk Analyst

Our client is looking for a Level 1 Service Desk Analyst for a year long contract opportunity.

Level 1 Service Desk Analyst Position Summary The Level 1 Service Desk Analyst provides first-line technical support for end users, leveraging strong customer service skills, technical knowledge, and a solid understanding of modern technologies. Operating within an ITIL-aligned framework, this role involves resolving a wide range of technical issues and fulfilling service requests in a fast-paced enterprise environment.

Key Responsibilities

• Provide first-level support for inbound incidents and service requests via phone, email, chat, and voicemail.
• Manage and monitor the central IT support inbox to ensure timely ticket creation and assignment.
• Maintain end-to-end ownership of user issues, delivering reliable, professional, and courteous resolution.
• Adhere to established Service Level Agreements (SLAs) for incident response and resolution.
• Assist in creating and improving technical documentation, standard operating procedures (SOPs), and knowledge base articles.
• Capture and communicate insights gained from user interactions to support continuous service improvement.

• Exceptional attendance, punctuality, and reliability.
• Strong team-oriented mindset with innovative problem-solving abilities.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational, time-management, and prioritization skills to manage competing tasks.
• Unwavering commitment to delivering a high-quality end-user experience.

• Technical writing skills for documentation and KB creation.
• Familiarity with legacy, current, and emerging hardware, software, and peripheral technologies.

• Background in customer service or technical support roles.
• Proven experience handling inbound support calls with active listening and clear communication.
• Demonstrated ability to adapt to diverse user needs and technical skill levels.
• Hands-on experience multi-tasking and prioritizing workloads effectively.

• Prior experience in an IT service desk or end-user support environment.
• Hands-on exposure to cloud productivity tools and messaging platforms (e.g., Google Workspace/Gmail).
• Basic experience remotely troubleshooting network, server, and desktop operating system issues.
• Familiarity with ITIL-based incident management and service request workflows.

Required Experience

Background in customer service or technical support roles.

Proven experience handling inbound support calls with active listening and clear communication.

Demonstrated ability to adapt to diverse user needs and technical skill levels.

Hands-on experience multi-tasking and prioritizing workloads effectively.

Preferred Experience

Prior experience in an IT service desk or end-user support environment.

Hands-on exposure to cloud productivity tools and messaging platforms (e.g., Google Workspace/Gmail).

Basic experience remotely troubleshooting network, server, and desktop operating system issues.

Familiarity with ITIL-based incident management and service request workflows.

Equal Opportunity

Employer:

Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.