Service Desk Analyst :: St. Louis, MO (Remote/Hybrid but local preferred)
Feuji · St Louis, MO · 1 mo ago
Full-time
About the role
Service Desk Analyst St. Louis, MO (Remote/Hybrid but local preferred) Provides frontline technical support and 30-day hypercare coverage for users at newly integrated sites, resolving incidents and escalating issues per defined SLAs. Reports to: Service Desk Lead / Project Lead
Responsibilities
- Provide onsite and/or remote hypercare support for the 30 days following each integration go-live
- Log, triage, and resolve incidents and service requests in ServiceNow
- Escalate unresolved issues to the appropriate technical workstream (network, desktop, IAM, collaboration)
- Support new-user onboarding activities alongside the onboarding team
- Track and report common issue trends during hypercare to inform future integrations
- Maintain accurate ticket documentation and knowledge base articles
Required Qualifications
- 1-3 years experience in a service desk or technical support role
- Working knowledge of Windows/macOS, M365, and common enterprise applications
- Experience with ServiceNow or similar ITSM ticketing tools
- Strong customer service and communication skills
Preferred Qualifications
- Experience supporting go-lives or large-scale onboarding events
- ITIL Foundation certification