Help Desk​/Desktop Support Analyst Job in Salt Lake City, UT

ITIL Support Analyst

We are looking for an ITIL Support Analyst to oversee incident coordination across a multi-tier IT support environment in Salt Lake City, Utah. This contract position is ideal for someone who can manage incident flow from initial intake through final resolution while maintaining strong service performance and clear communication with stakeholders. The role focuses on improving response effectiveness, reducing recurring issues, and ensuring tickets are actively progressed across support teams and partner groups.

Responsibilities:

• Manage the complete incident process for issues of all priority levels, from identification and triage through escalation, resolution, and closure.
• Lead response efforts for high-impact incidents by coordinating resources, directing activities, and keeping teams focused on service restoration.
• Apply appropriate severity levels and routing paths to incidents across Tier 1, Tier 2, and Tier 3 support functions.
• Monitor ticket queues continuously, step in on cases at risk of delay, and help teams stay aligned with response and resolution expectations.
• Review service data and incident trends to uncover repeat problems, process gaps, and opportunities for automation or self-service improvements.
• Maintain strong oversight of incidents involving infrastructure, security, application, facilities, or external vendors to prevent work from stalling outside the core support queue.
• Communicate timely updates during active incidents and prepare clear summaries for both technical teams and business stakeholders after resolution.
• Conduct root cause reviews for significant incidents, document follow-up actions, and track those items through completion.
• Evaluate end-user feedback, address dissatisfaction directly when needed, and share coaching points with support teams to improve service quality.
• Refine Service Now incident workflows, reporting fields, and queue management practices to support accurate tracking and measurable performance.