What are the responsibilities and job description for the Service Desk Analyst position at Feuji Inc?
Service Desk Analyst
St. Louis, MO(Remote but local preferred)
TRAVEL IS needed
Provides frontline technical support and 30-day hypercare coverage for users at newly integrated sites, resolving incidents and escalating issues per defined SLAs.
Reports to: Service Desk Lead / Project Lead
Key Responsibilities
- Provide onsite and/or remote hypercare support for the 30 days following each integration go-live
- Log, triage, and resolve incidents and service requests in ServiceNow
- Escalate unresolved issues to the appropriate technical workstream (network, desktop, IAM, collaboration)
- Support new-user onboarding activities alongside the onboarding team
- Track and report common issue trends during hypercare to inform future integrations
- Maintain accurate ticket documentation and knowledge base articles
Required Qualifications
- 1-3 years experience in a service desk or technical support role
- Working knowledge of Windows/macOS, M365, and common enterprise applications
- Experience with ServiceNow or similar ITSM ticketing tools
- Strong customer service and communication skills
Preferred Qualifications
- Experience supporting go-lives or large-scale onboarding events
- ITIL Foundation certification