IT Service Desk Analyst

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