Service Desk Analyst
Core
Provide advanced technical support and manage incidents for internal staff and contractors across hardware, software, network, and cloud technologies.
Role type
Service Desk Analyst
Builds
IT support services and user experience
Domain
IT Operations / Service Management
Deliverable
client delivery
Required skills
troubleshooting, incident management, knowledge base maintenance, remote support, IT security compliance, documentation, stakeholder communication, process optimization, multi-site travel
Preferred skills
none stated
Technologies
Microsoft Windows, Apple Mac OS, M365, Azure AD, ServiceNow, cloud-based technologies
Responsibilities
Respond to incidents and service requests via phone, email, and ticketing systems; diagnose and troubleshoot hardware, software, network, and device issues; manage incidents through full lifecycle; collaborate with internal teams and third-party vendors; assist with deployment and configuration of systems; maintain documentation and knowledge base articles; support IT security and identity access management processes; participate in on-call rosters.
Seniority
Mid-level, hands-on IC