Service Desk Analyst

Position: Service Desk Analyst

Location: New York City Office

501 7th Avenue, 7th Floor, New York, NY 10018

Duration: 6 month contract to hire

Working Hours: M-F, 8am-5pm onsite every day

Start Date: ASAP, end of August

Required Skills & Experience

• 2–3 years of experience in a Service Desk or IT Support role

• Strong troubleshooting skills across Windows OS, applications, and common access issues

• Experience working in a corporate IT environment

• Familiarity with ticketing systems and SLA-driven support models- ServiceNow

• Strong communication skills with the ability to support non-technical end users

• Proven ability to multitask in a fast-paced, high-volume environment

• Strong attention to detail and problem-solving mindset

Nice to Have Skills & Experience

• Experience supporting users across multiple channels (phone, chat, and self-service portals)

• Exposure to ITIL processes or structured service management environments

• Hands-on experience with hardware support (laptops, desktops, peripherals)

• Experience with Active Directory or user access management tools

• Prior experience contributing to or utilizing knowledge base documentation

Job Description

Insight Global is looking for a Service Desk Analyst to join an IT support team at their New York location. This individual will serve as the first point of contact for end users, delivering high-quality technical support across phone, chat, and self-service channels. This is a fast-paced, high-volume environment where strong troubleshooting skills, attention to detail, and customer service are critical to success.

• Serve as the first point of contact for IT support requests via phone, chat, and ticketing system.
• Troubleshoot and resolve issues related to hardware, software, applications, and user access.
• Manage and update tickets within the ticketing system, ensuring accuracy and SLA adherence.
• Provide support for user account management, including password resets, account unlocks, and access requests.
• Leverage knowledge base articles and internal documentation to resolve issues efficiently.
• Escalate complex or unresolved issues to appropriate internal teams. Maintain clear documentation of issues, resolutions, and processes.
• Deliver a strong customer experience while managing a high volume of support requests.