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Service Desk Analyst

Our client is seeking a Service Desk Analyst who will support IT and technology-related business needs as part of a fun, energetic, hardworking team.  They will intake issues and requests from the internal employee base.  Service Desk Analysts will focus on restoring service to the end users in a professional, technical manner based on their own skills and experience as well as any additional training by the client. Full understanding of IT service management and any additional projects is key to success in this role. This includes understanding Incident, Problem, Change Management and other processes. 


  • Support a 24/7 global Service Desk environment
  • Liaising with 2nd and 3rd level teams to help transition new and changing services
  • Troubleshoot incoming Incidents from end users via phone and tickets created via a Self Service portal
  • Troubleshoot and document incident details in an advanced Service Management ticketing tool
  • Resolving majority of incoming tickets without escalating to a 2nd or 3rd level team
  • Learn about the business and the importance of IT to the business
  • Learn about the IT systems and applications and understand how they interact with one another
  • Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
  • Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
  • Training for other Service Desk Analysts when needed


  • Demonstrate understanding of Incident, Problem, Change Management and other processes
  • Extensive experience with windows server administration, MS Enterprise Applications and virtual products
  • Excellent technical skills including Active Directory, Remote Access, Windows XP/2000/Vista/7
  • Strong experience with phone support
  • Proven ability to resolve problems efficiently and effectively, recognizing customers’ competence levels, and interacting with customers competently and courteously while exhibiting an appropriate sense of urgency
  • Work effectively within a team-oriented customer support culture
  • Knowledge of Microsoft Office application software and Windows desktop operating systems
  • Knowledge of basic networking fundamentals, PC hardware, and peripheral devices

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