Service Desk Analyst - 2nd Shift

About the role

The Service Desk Analyst will provide second shift support for remote Delivery – Managed Services operations. Responsibilities include responding to user inquiries, escalating issues to appropriate teams, and ensuring high levels of customer satisfaction.

Responsibilities

• Respond to user inquiries via phone, email, and chat
• Escalate complex issues to ITIL processes and support teams
• Document and track incidents, problems, and changes
• Provide training and guidance to end-users on IT services
• Ensure adherence to service level agreements (SLAs)

Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field
• Minimum 2 years of experience in IT support or related field
• Experience with ITIL best practices
• Strong communication and problem-solving skills
• Proficiency in Microsoft Office Suite

Qualifications

• Experience with remote support tools and platforms
• Knowledge of common IT infrastructure components and technologies
• Ability to work independently and manage multiple tasks simultaneously

Skills

• Customer service orientation
• Technical troubleshooting abilities
• Attention to detail

Benefits

• Flexible working hours
• Competitive compensation package
• Professional development opportunities

Pay

$50,000 - $60,000 annually

Schedule

Second shift, Monday through Friday, 10:00 PM to 6:00 AM CST