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Sr IT Service Desk Analyst
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Revel IT
Columbus, OH (In Person)
Full-Time
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Job Description
Sr IT Service Desk Analyst at Revel IT Sr IT Service Desk Analyst at Revel IT in Columbus, Ohio Posted in about 3 hours ago.
Type:
full-timeJob Description:
Hybrid onsite in Columbus (Easton)- Please only apply if your profile states that you are local to Columbus, Ohio. Candidates outside of Ohio will be rejected Advanced Technical Support
- Serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents.
- Independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center systems.
- Perform deep technical troubleshooting, root cause analysis, and permanent solution implementation.
- Support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required.
- Be the authority in technical ticket quality to ensure robust documentation prior to escalation to other teams. Leadership & Mentorship
- Provide mentoring, guidance, and on-the-job training to junior analysts to enhance technical capability and service consistency.
- Act as a technical authority within the service desk, influencing best practices for troubleshooting, documentation, and service delivery.
- Assist with onboarding new team members and conduct peer reviews of tickets to ensure quality and accuracy.
- Model professionalism, accountability, and composure during high-volume periods, major incidents, or business-impacting events.
- Demonstrate flexibility to support the team during peak demand, coverage gaps, and special event needs. Continuous Improvement & Operations
- Develop, maintain, and enhance technical knowledge base content, SOPs, and internal documentation.
- Analyze ticket trends and operational data to identify recurring issues and recommend process or technology improvements.
- Contribute to operational reporting and service desk metrics to improve performance and customer experience.
- Participate in major incident response, including coordination, communication, and after-action reviews.
- Partner with infrastructure, network, application, and security teams to improve resolution at the service desk level.
- Participate in service desk projects and operational initiatives (e.g., Kanban board optimization, process refinements).
- Provide thought leadership for procedure and policy adjustments that improve KPIs and the customer service experience. Service Desk Excellence
- Support 24x7x365 operational coverage through participation in rotating shifts.
- Collaborate cross-functionally to resolve issues spanning multiple technical teams.
- Demonstrate flexibility to support peak demand, vacation coverage, and unplanned absences while maintaining high standards of professionalism, customer service, and communication during all user interactions. Required Skills & Qualifications
- Bachelor's degree or reputable certifications in information technology or a related field, or equivalent hands-on experience in technical support roles.
- 4-6 years of experience in IT service desk, deskside support, or similar technical support environments, including advanced escalation responsibilities.
- Advanced experience supporting industry-standard software and technologies, including Microsoft Office, Adobe products, mobile platforms, remote access tools, and telephony systems.
- Advanced analytical and problem-solving skills, with experience identifying trends, interpreting ticket data, and driving continuous improvement through automation, scripting, and reporting leveraging ITSM and analytics tools
- CompTIA A+, Network+, Microsoft certifications, Cisco Certifications, or ITIL Foundation certification.
- Exceptional customer service, communication, and interpersonal skills, with the ability to clearly explain complex technical issues to non-technical audiences and influence outcomes.
- Demonstrate history of participation in major incident response.
- Experience supporting a 24x7 operational environment or high-volume (Global Enterprise) service desk, with many remote based employees.