Sr. Service Desk Analyst

Job Description Insight Global is looking for a senior service desk analyst. Candidates will serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents. They will independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center system while performing deep technical troubleshooting, root cause analysis, and permanent solution implementation. Candidates will support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required.

• 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

Pay:

25-30/hr We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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https://insightglobal.com/workforce-privacy-policy/. Skills and Requirements

• 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.