IT Service Desk Analyst

IT Service Desk Analyst

Our client is seeking an IT Service Desk Analyst to provide high-quality, front-line technology support while growing into a more strategic, business-facing IT role over time. This is an opportunity for a motivated, hands-on support professional who is comfortable owning day-to-day operations today and eager to expand their impact through process improvement, reporting, and cross-functional collaboration. The ideal candidate brings strong technical fundamentals, a customer-first mindset, and a genuine interest in learning how IT enables the broader business.

IT Service Desk Analyst Responsibilities

• Deliver consistent, high-quality IT support to onsite and remote users, including hardware provisioning, account management, and business application support.
• Manage and optimize the service desk platform, including ticket queues, workflows, access controls, integrations, and overall user experience.
• Act as a liaison between IT and business teams by communicating clearly, managing escalations, and ensuring issues are resolved in line with service level expectations.
• Monitor service trends and performance metrics, producing reports and insights to support operational decision-making and continuous improvement.
• Maintain IT assets and workplace technology resources, including endpoints, licenses, and lifecycle tracking, while supporting IT service documentation and catalogs.

IT Service Desk Analyst Qualifications

• 3–5 years of hands-on experience in an IT service desk or end-user support environment with exposure to structured IT processes.
• Strong working knowledge of Windows operating systems, Microsoft 365, networking fundamentals, and common business applications.
• Experience working with service desk platforms, asset management processes, and IT service reporting; familiarity with ITIL practices is preferred.
• Demonstrated ability to troubleshoot, triage, and resolve complex technical issues while managing competing priorities.
• Strong communication skills and a growth-oriented mindset, with interest in expanding into more strategic, business-facing IT responsibilities over time.