Service Desk Analyst
About the company
Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. Founded in 2004 and headquartered in Houston, TX, USA, we enable clients to maximize their potential through a wide array of technology services, including Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of Things (IoT). We foster a culture of growth, inclusivity, and challenge, ensuring every team member has opportunities to excel.
About the role
The Senior Service Desk Analyst serves as a key frontline support professional providing advanced technical support and mentorship within a fast-paced, 24/7/365 environment. This role requires strong technical expertise, excellent customer service skills, and flexibility to work multiple shifts while supporting a diverse, multilingual user base across global time zones. You will act as the first point of contact for IT-related incidents and service requests, ensuring timely resolution and high customer satisfaction in a metric-driven environment.
Responsibilities
- Provide Tier 1 technical support for end users across a 24/7/365 service desk operation.
- Work morning, evening, and weekend shifts based on work schedules.
- Act as a mentor to junior Service Desk Analysts, providing guidance, knowledge sharing, and industry best practices.
- Diagnose, troubleshoot, and resolve hardware, software, and application issues on both Apple macOS and Microsoft Windows platforms.
- Utilize ServiceNow to document and track Incidents, Requests, and escalations in accordance with established SLAs.
- Create, review, and maintain Knowledge Base articles to improve first contact resolution and self-service capabilities.
- Support VPN connectivity and remote access solutions.
- Utilize remote support tools to resolve end user issues.
- Ensure adherence to data security policies and demonstrate a strong understanding of information security best practices.
- Deliver a high level of customer service while identifying opportunities for process improvement and service optimization.
- Collaborate with other members of the Tech team to resolve complex issues in a timely fashion.
- Adapt quickly to new technologies (e.g., AI, automation tools) and processes in an expanding organization.
Requirements
- Proven experience in a Service Desk, Desktop, or End User Support role with at least 3–5 years.
- Hands-on experience using ServiceNow ITSM.
- Strong understanding of ITIL processes (Incident, Request, Knowledge, Problem, and Change Management).
- Ability to work flexible shifts, including early mornings and late evenings, to support global users.
- Demonstrated ability to work effectively in a fast-paced, high-pressure environment.
- Excellent written and verbal communication skills in English.
- ITIL Foundation certification.
- Experience supporting users in a corporate IT environment.
- Ability to work independently as well as in a geographically dispersed team.
Skills
- Windows OS and Apple macOS.
- Microsoft 365 applications.
- Active Directory (basic user administration).
- ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management, or similar).
- Apple iOS and Android device troubleshooting.
- Networking concepts (VPN, DNS, LAN/WAN).
- Endpoint security fundamentals.
- Strong customer service orientation and problem-solving skills.
- Ability to work under pressure and manage multiple tasks.
- Willingness to learn and develop in a fast-paced IT environment.
- Experience in a shift-based or global support environment.
- Multilingual skills preferred but not required (e.g., Spanish, French, or other European languages).
Schedule
- 24/7/365 operation with morning, evening, and weekend shifts.