Service Desk Analyst

Service Desk Analyst Sky Consulting Inc. New York, NY Job Details Contract $18 - $20 an hour 2 hours ago Benefits Paid training Qualifications Live chat Attention to detail Problem-solving IT Time management

Full Job Description Title:

Associate Engineer - IT Service Desk/ Help Desk Analyst (Call Center Rep) (Agent)

Location:

NYC,NY 10007

(In person only)

Contract Duration:

3 months Paid training will be provided Job Description Role Objective The IT Service Desk Analyst is responsible for providing first-level technical support to end users, ensuring timely resolution of incidents and requests while delivering high-quality customer experience. The role focuses on achieving service levels, maintaining accurate documentation, and supporting operational excellence across the Service Desk. Duties and Responsibilities  Serve as the first point of contact for all incoming calls, chats, and tickets  Diagnose and resolve technical issues on first contact whenever possible (FCR focus)  Accurately log, categorize, and document tickets in ServiceNow  Follow established scripts, KBs, and processes to ensure consistency and quality  Provide clear communication and guidance to users (technical + non-technical)  Provide support on Identity & Access (password resets, MFA, login issues),  Escalate issues to appropriate L2/L3 teams when required  Maintain ticket ownership through resolution or proper handoff  Meet and maintain SLA targets (ASA, FCR, CSAT, MTTR)  Support self-service adoption by guiding users to tools (e.g., login, password reset, MFA), IT systems, networking, troubleshooting etc.  Participate in daily updates, team meetings, and training sessions  Identify recurring issues, trends, and potential system-wide impacts, escalating appropriately to leadership or SMEs  Follow and adhere to defined escalation paths, ensuring timely routing of high-priority or widespread issues  Ensure data accuracy and completeness in all ticket entries  Adhere to security protocols and data privacy standards  Handle a minimum of 40 calls per day or as needed during peak hours  Participate in Nagarro One Initiatives - cross training Essential Knowledge, Experience and Technical Preferred Skills (Nice to have):  Strong customer service and communication skills  Basic knowledge of IT systems, networking, and troubleshooting  Familiarity with tools such as: o ServiceNow o Microsoft Office  Ability to multitask in a fast-paced environment  Strong attention to detail and problem-solving skills  Understanding of cybersecurity best practices About You  Customer-focused and empathetic  Strong communicator with a positive attitude  Calm under pressure and adaptable to change  Detail-oriented with strong time management  Eager to learn and grow within IT support

Pay:

$18.00 - $20.00 per hour

Work Location:

In person