What are the responsibilities and job description for the IT ServiceDesk Analyst position at Black Box Careers?
Primary Roles & Responsibilities
Act as the initial point of contact for clients requiring support for airport systems, applications, and infrastructure provided by multiple suppliers.
Log, categorize, prioritize, and resolve incidents and service requests in accordance with ITIL/ITSM processes, with strong attention to operational impact.
Perform first-level troubleshooting and resolution; escalating incidents and requests to Tier 2 support or to external suppliers following documented procedures.
Coordinate with multiple vendors and suppliers, ensuring that escalated issues are tracked, updated, and resolved within agreed contractual SLAs.
Monitor service desk tickets and ensure timely updates and closure for all assigned cases.
Document all actions taken, resolution details, and supplier interactions to maintain accurate records and knowledge sharing.
Support Problem Management efforts by identifying recurring issues, contributing to root cause analysis, and recommending supplier or internal process improvements.
Collaborate closely with suppliers, internal IT teams, and airport system owners to ensure seamless handoffs and effective incident communication.
Maintain awareness of airport operational priorities, ensuring that incidents with potential to disrupt critical services are escalated appropriately.
Contribute to the development and maintenance of knowledge base articles, SOPs, and escalation guides for airport systems.
Continuously develop technical and ITSM expertise through training and professional development, with a focus on multi-supplier service integration.
Perform other duties as assigned by management.
Knowledge, Skills, and Abilities
- Strong knowledge of IT Service Management (ITSM) principles with practical experience in ITIL Incident, Request, and Problem Management.
- Understanding of multi-supplier service delivery models, with ability to coordinate across vendors while ensuring accountability and SLA adherence.
- Strong troubleshooting skills with ability to triage and resolve common hardware, software, and network-related issues.
- Excellent communication skills to interact with clients, suppliers, and internal teams, maintaining professionalism under pressure.
- Analytical and problem-solving skills with ability to identify patterns, trends, and improvement opportunities.
- Strong customer service orientation, particularly in high-demand, mission-critical environments such as airport operations.
Education / Experience Requirements
- High School Diploma or equivalent required, Associate’s or Bachelor’s degree in Information Technology or related field preferred.
- 1 years of Service Desk or IT support experience; experience in aviation, transportation, or other mission-critical environments preferred.
- Familiarity with airport systems (e.g., flight information, baggage handling, passenger processing, communications) is a strong advantage.
- Prior experience coordinating with multiple suppliers/vendors in a technical support or ITSM environment.
- Experience with ITSM tools such as ServiceNow, Ivanti, BMC Remedy, or similar.
- Proficient in Microsoft 365 suite (Word, Excel, Outlook, Teams, SharePoint).
- ITIL Foundation certification (preferred or must be obtained within 12 months of hire).
Key Success Factors
- Consistently meets SLAs for incident and request handling, including escalations to external suppliers.
- Ensures smooth coordination and communication across multi-supplier environments.
- Maintains high levels of customer satisfaction, especially during critical airport operational events.
- Contributes to continuous improvement in service delivery, supplier collaboration, and knowledge management.