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Service Desk Analyst
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Insight Global
Columbus, OH (In Person)
$44,720 Salary, Full-Time
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Job Description
Job Description Service Delivery & Incident Management
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- Serve as the primary point of contact for IT support across phone, email, ticketing system, walk-up, and deskside channels
- Log, categorize, prioritize, and document tickets with clear and actionable information
- Diagnose and resolve incidents and service requests in alignment with defined SLAs
- Determine impact, urgency, and priority for incoming requests
- Escalate issues to Tier 2 or specialized teams when necessary, ensuring proper documentation and handoff Technical Support
- Troubleshoot issues across laptops, desktops, mobile devices, and telephony tools
- Provide support for Microsoft 365 applications (Teams, Outlook, OneDrive, Office suite)
- Assist with password resets, MFA issues, account unlocks, and access-related requests
- Support hardware setup and troubleshooting (docking stations, monitors, peripherals)
- Provide remote support using enterprise-approved tools
- Troubleshoot internal/custom applications and escalate appropriately Operational Judgment & Collaboration
- Use independent judgment to determine resolution vs escalation path
- Act as an escalation support resource for peers when needed
- Collaborate with teammates and senior analysts on complex or high-impact issues Continuous Improvement & Documentation
- Identify recurring issues and trends through ticket analysis
- Contribute to knowledge base articles, SOPs, and user documentation
- Provide feedback on process improvements and tooling gaps to leadership Service Desk Excellence
- Manage personal ticket queue and workload to meet SLA targets
- Participate in rotating 24x7 coverage, including off-hours as needed
- Maintain professionalism and high-quality customer communication in all interactions pay: 20-23/hr We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.
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Insight Global's Workforce Privacy Policy:
https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements- 1-3 years of experience in IT service desk, deskside support, or technical support environment
- Experience independently troubleshooting and resolving incidents within SLA-driven environments
- Hands-on experience supporting:
- Windows, macOS, and iOS operating systems
- Microsoft 365 (Teams, Outlook, OneDrive, Office Suite)
- Experience working within ITSM tools (ServiceNow, Jira Service Management, etc.)
- Strong understanding of ticket triage, prioritization (impact/urgency), and escalation processes
- Ability to support both web-based and on-premise applications
- Familiarity with ITIL concepts and service management best practices
- Strong communication, customer service, and problem-solving skills
- Ability to follow established procedures while applying judgment in non-standard situations
- Proven ability to manage workload and meet SLA commitments
- CompTIA A+, Network+, or similar certifications
- Microsoft or Cisco certifications
- Foundational knowledge of:
- Networking (DNS, protocols, routing)
- Identity and access management tools
ITIL/ITSM
frameworks- Experience supporting custom/internal applications
- Experience in a 24x7, high-volume, or global enterprise service desk environment
- Experience supporting a highly distributed or remote workforce