Help Desk/Desktop Support Analyst

Responsibilities

• Manage the complete incident process for issues of all priority levels, from identification and triage through escalation, resolution, and closure.
• Lead response efforts for high-impact incidents by coordinating resources, directing activities, and keeping teams focused on service restoration.
• Apply appropriate severity levels and routing paths to incidents across Tier 1, Tier 2, and Tier 3 support functions.
• Maintain strong oversight of incidents involving infrastructure, security, application, facilities, or external vendors to prevent work from stalling outside the core support queue.
• Communicate timely updates during active incidents and prepare clear summaries for both technical teams and business stakeholders after resolution.
• Conduct root cause reviews for significant incidents, document follow-up actions, and track those items through completion.
• Evaluate end-user feedback, address dissatisfaction directly when needed, and share coaching points with support teams to improve service quality.
• Refine ServiceNow incident workflows, reporting fields, and queue management practices to support accurate tracking and measurable performance.

Requirements

• 3+ years of experience in help desk, desktop support, incident management, or a closely related IT support role.
• Hands-on experience working with ServiceNow Platform and ServiceNow ITSM in a ticket-driven support environment.
• Working knowledge of ITSM and ITIL processes, including incident prioritization, escalation, and lifecycle management.
• Familiarity with Microsoft Windows 10 and standard desktop support troubleshooting techniques.
• Ability to coordinate incident response activities across multiple teams and maintain momentum on time-sensitive issues.
• Experience analyzing operational metrics such as MTTR, ticket aging, and service performance trends.
• Strong written and verbal communication skills with the ability to present updates clearly to technical and non-technical audiences.
• Exposure to Computer Incident Response Team (CIRT) practices or structured incident response environments is preferred.