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
