Associate Service Desk Analyst

Summary

The Associate Service Desk Analyst provides frontline technical support to employees through phone, chat, and ticketing systems. This role is responsible for triaging and resolving user issues, monitoring critical systems, escalating incidents to appropriate teams, and ensuring a positive support experience. The analyst will also help maintain knowledge base documentation and support the adoption of new AI-enabled tools to improve support efficiency and proactive monitoring.

This position begins with in office training and transitions to a hybrid schedule (1-2 days per week onsite) once the analyst is fully trained and self-sufficient.

Primary Responsibilities

End-User Support

• Act as the first point of contact for users via phone, live chat, and IT ticketing.

• Triage, route, and resolve Level 1 technical issues related to hardware, software, access, mobile devices, and business applications.

• Maintain accurate documentation and timely updates on all tickets.

Ticket Queue & Incident Management

• Monitor the service desk ticket queue continuously to ensure timely response and resolution.

• Identify and escalate incidents following established procedures.

• Track incident status and maintain clear communication with users throughout issue resolution.

Critical System Monitoring

• Monitor system alerts for critical (Sub1, Sub2, Sub3) applications and infrastructure.

• Notify and engage appropriate teams when outages or high-severity incidents occur.

• Support restoration efforts by coordinating communication with internal technical teams.

Knowledge Base Maintenance

• Create, update, and maintain knowledge base articles.

• Ensure documentation is accurate, clear, and helps reduce incoming ticket volume.

• Support self-service initiatives for end users.

AI & Proactive Support Tools

• Assist with the integration of AI-driven tools into service desk workflows.

• Use Nexthink to support proactive endpoint monitoring, performance insights, and early detection of user-impacting issues.

• Provide recommendations for improving automation and AI-augmented support processes.

General Operational Support

• Perform daily operational checks and maintain operational readiness.

• Follow ITIL best practices for incident, request, and knowledge management.

• Provide exceptional customer service with professionalism, accuracy, and a user-centric approach.

Basic Qualifications

• Associate's degree in Computer Science, IT, or related field.

• 1-3 years of experience in a help desk, service desk, or technical support environment.

• Strong verbal and written communication skills.

• Ability to work onsite daily during training, then transition to hybrid.

• Solid troubleshooting skills with Windows OS, hardware, and standard enterprise applications.

Preferred Qualifications

• Experience with Nexthink or similar endpoint analytics/monitoring tools.

• Familiarity with AI-based or automated support tools.

• Knowledge of ITIL concepts or ITIL certification/training.

• Salesforce application support experience.

• Strong understanding of PC hardware/software and common enterprise support issues.

• Ability to multitask, remain calm under pressure, and provide excellent customer service.