Intuit · 1 day ago
Senior Service Desk Analyst
Tucson, AZ
Full-time
Hybrid
Mid, Senior Level
3+ years expIntuit is a technology company that provides financial software solutions. The Senior Service Desk Analyst will oversee the Service Desk staff, ensuring effective assistance to end users and managing procedures related to help requests and service desk functions.
AccountingFinancial ServicesFinTechPaaSSoftware
Responsibilities
Establish and enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
Analyze performance of Service Desk activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance the quality of service and prevent future problems
Assist in hiring, training, and preparing Service Desk technicians to respond to customer questions and complaints and troubleshoot problems with services or products
Manage the processing of incoming contacts to the Service Desk to ensure courteous, timely, and effective resolution of end user issues
Enforce request handling and escalation policies and procedures
Monitor and test fixes to ensure problems have been adequately resolved
Prepare reports and analyze data to assist management as they determine goals
Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations
Oversee the development, implementation, and administration of Service Desk staff training procedures and policies
Perform quality analysis of technician's calls, chats, and ticket documentation weekly to ensure compliance and provide feedback to technicians as needed
Qualification
Required
Expected to be onsite 3 Full Days
Has demonstrated progressive experience in the supervision of a technical support team
Proven track record of developing and providing Service Level Agreements and Service Desk deliverables
Solid relationship management and performance management skills
Ability to motivate and direct staff members and subordinates
Strong understanding of the organization's goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on listening and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language to non-technical staff and end users
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
3 years of experience in related field
Benefits
Cash bonus
Equity rewards
Benefits
Company
Intuit
Intuit provides financial software solutions to empower individuals and businesses.
10001+ employees
H1B Sponsorship
Intuit has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (693)
2024 (550)
2023 (586)
2022 (842)
2021 (773)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$8.52BKey Investors
JP Morgan Chase
2025-01-31Post Ipo Debt· $4.5B
2023-09-12Post Ipo Debt· $4B
2011-01-19Post Ipo Equity· $6.7M
Leadership Team
Sasan Goodarzi
Chief Executive Officer
Alex Balazs
Chief Technology Officer
Recent News
Small Business Trends
2026-01-03
2026-01-02
2025-12-25
Company data provided by crunchbase