IT Service Desk Analyst

Requirements

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
• Deliver support that prioritizes employee productivity and experience
• Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation
• Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix
• Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability
• Use dashboards and internal tools to prioritize and manage workload
• Drive first time resolution and high-quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Effectively utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM, ChatGPT, Gemini, CoPilot and related systems
• Partner with the L2 and Continuous Improvement teams to drive service improvements

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Short and long term disability benefits
• Life insurance
• Various wellness programs