IT Service Desk Analyst

About the role

Our great client in Downtown Milwaukee has an immediate opening for a IT Service Desk Analyst. The Service Desk Analyst serves as the front door to IT, accountable for delivering a consistent, professional, and customer-centered support experience.

Responsibilities

This role ensures accurate intake, effective triage, disciplined documentation, and timely communication to minimize business disruption and strengthen trust in IT services. The Service Desk Analyst reinforces structured service execution by resolving issues at first contact when possible, coordinating fulfillment of standard service requests, and ensuring precise escalation to appropriate technical teams when required.

• Serve as the single point of contact for IT incidents and service requests, ensuring professional and consistent customer engagement.
• Accurately document, categorize, prioritize, and route incidents and requests in alignment with defined service standards.
• Resolve incidents at first contact whenever possible, leveraging knowledge resources and established troubleshooting procedures.
• Coordinate timely fulfillment of standard service requests while maintaining clear and proactive communication with customers.
• Ensure disciplined escalation to appropriate technical teams with complete and accurate context to prevent rework or delays.
• Maintain knowledge articles and contribute to knowledge capture to improve first-contact resolution and resolution speed.
• Assist with triage and coordination of major incident activities
• Monitor personal queue performance to meet defined response time, resolution, and SLA expectations.
• Provide clear, timely, and transparent communication during priority incidents.
• Identify recurring demand patterns, customer friction points, and improvement opportunities and elevate insights to Service Owners.
• Reinforce adherence to defined incident, request, and communication standards to sustain service quality and accountability.

Qualifications

Preferred Knowledge: Knowledge of business, products, and technologies Knowledge of platforms like ServiceNow for managing incidents and requests Knowledge of end user support tools like BeyondTrust

• Strong communication skills, verbal and written
• Strong customer service skills
• Critical thinking and problem-solving skills
• Desire to continuously learn and stay current with IT technologies that support end users

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.

• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
• Certification discounts and other perks to associations that include CompTIA and IIBA