Service Desk Support Analyst

Job Summary

A company is looking for an Analyst, Service Desk Support.

Key Responsibilities

• Provide level one support to associates and internal customers via phone, email, and live chat, while managing non-critical escalation requests
• Document incidents and requests in ServiceNow, ensuring accurate case ownership and communication throughout the resolution process
• Create knowledge articles to enhance customer self-service and improve First Call Resolution rates

Required Qualifications

• Minimum of 3 years of experience in a Service Desk or similar environment
• Experience with TalkDesk and ServiceNow ITSM usage and workflows
• 4 years of college or equivalent experience is preferred but not required
• IT Service Management (ITSM v3) or ITIL Certification is preferred
• General knowledge of IT technologies and cloud architecture