Service Desk Analyst
Position Overview
A Service Desk Analyst provides first-line technical support for internal users, managing incidents and service requests related to in-house applications while ensuring efficient escalation management and communication between users and development teams.
Key Responsibilities
- Serve as the primary point of contact for end-users seeking technical assistance with internal applications
- Log, track, and document all service desk tickets in the incident management system
- Analyze and resolve level 1 technical issues related to in-house applications
- Manage and prioritize the escalation queue for development team and senior support
- Perform initial troubleshooting and gather necessary information before escalating issues Monitor ticket status and follow up with development teams on escalated issues
- Maintain communication with end-users regarding ticket status and resolution progress
- Document solutions and contribute to the knowledge base
- Identify and report patterns in technical issues to help improve system stability
Required Qualifications
- Bachelor's degree in Computer Science, or related field (or equivalent experience)
- 2+ years of experience in IT service desk or technical support role
- Strong understanding of IT service management principles and practices
- Proficiency in standard office applications and tools
- Excellent problem-solving and analytical skills
- Excellent time management and organizational skills
- Strong customer service orientation
- Strong verbal and written communication abilities
- Patient and clear communicator with technical and non-technical users
- Experience with ticket management systems and support tools
Compensation & Benefits
Full-time position (Primary work hours Monday through Friday)
Competitive salary + Health, dental, and vision insurance
401(k) with company match
Paid time off and holidays