Service Desk Support Analyst, Intermediate Level

What you'll do

• Resolve moderately complex technical issues and provide white-glove support to executive leadership.
• Serve as an escalation point for entry-level Technical Support Specialists and frontline operations.
• Manage incidents through resolution within an ITIL-aligned IT Service Management framework.
• Monitor service level agreements (SLA) and operational level agreements (OLA) to ensure performance goals.
• Perform research and analysis on customer issues to determine short-term and long-term fixes.
• Identify recurring technical trends and contribute to continual service improvement initiatives.
• Provide tool training, process coaching, and knowledge sharing for the support team.
• Ensure business activities comply with risk and compliance policies and procedures.

What we're looking for

• Bachelor's degree or 4 years of relevant education and/or experience.
• Experience in Service Desk, IT Operations, Application Support, or Technical Support environments.
• Experience using ServiceNow or similar ITSM platforms for incident, request, and workflow management.
• Knowledge of ITIL practices across Incident, Knowledge, Problem, and Change Management.
• Ability to analyze issues, identify root causes, and determine appropriate resolution or escalation paths.
• Strong customer service, communication, analytical, and problem-solving skills.
• Experience serving as an escalation point for frontline Service Desk analysts (preferred).
• ITIL Foundation, HDI, CompTIA A+, or Network+ certifications (preferred).