Service Desk Analyst

Job Summary

The Service Desk Analyst provides first‑ and second‑line technical support to end users, resolving a broad range of incidents and service requests independently. This role demonstrates strong ownership of issues, delivers high‑quality customer service, and actively contributes to knowledge management and continuous improvement initiatives.

Service Desk Analyst ensures efficient service desk operations, and adheres to established IT, security, and corporate standards while meeting defined SLAs and KPIs.

This role is hybrid with 3 days per week onsite in our St. Louis office. 

Key Responsibilities

Incident & Request Management

• Resolve standard to moderately complex incidents and service requests independently, including:
• Endpoint operating systems (Windows and/or macOS)
• Identity and access basics
• Microsoft 365 and enterprise applications
• Printing, VPN, and network connectivity issues
• Register, categorize, prioritize, and resolve incidents and requests in ServiceNow in accordance with documented procedures.
• Provide first‑tier and second‑tier support with a strong focus on first‑contact resolution where possible.
• Escalate unresolved issues within defined service levels and keep customers informed of status and progress.

Technical Support & Troubleshooting

• Troubleshoot software, hardware, and mobile device issues, resolving moderately complex technical problems.
• Perform remote software installations and configuration as required.
• Support Windows environments, standard enterprise applications, and mobile device access (VPN, email, MFA).
• Maintain accurate, detailed documentation and work notes to support auditability, knowledge reuse, and SLA compliance.

Knowledge & Process Improvement

• Review, improve, and validate knowledge articles for accuracy, clarity, and usability.
• Propose and create new knowledge articles for recurring issues and common fixes.
• Recommend process improvements to enhance service efficiency, quality, and customer experience.

Communication & Customer Experience

• Communicate effectively with IT teams, service owners, and business stakeholders to drive timely resolution.