Senior Service Desk Analyst

Role Summary

The Service Desk Analyst position focuses on the completion of tasks to support client projects and is assigned to Client teams through all phases either individually or with a Senior Service Desk Analyst. The Analyst works with team members to support Service Delivery, closely collaborating on environments for the assigned Client and ticket queue(s) to ensure established Service Level Agreements are exceeded.

The analyst will learn and become certified in the necessary tasks to support Provalus and its clients.

This role focuses on intake validation, route feasibility assessment, utility conflict identification, and design readiness to ensure downstream design and construction activities proceed efficiently, accurately, and with minimal rework.

• Review incoming buried drop requests for completeness, accuracy, and readiness.
• Validate customer location data, service addresses, and network connection points.
• Identify missing or conflicting information and initiate corrective follow‑ups.
• Identify potential obstacles such as sidewalks, driveways, road crossings, easements, or environmental constraints.
• Flag high‑complexity scenarios (e.g., small business locations, legacy infrastructure) requiring additional review.