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Nesco Resource · 1 day ago

Senior Service Desk Analyst

New Haven County, CT

Contract

Onsite

Senior Level

5+ years exp

Nesco Resource is seeking a Senior Service Desk Analyst to deliver advanced technical support and an exceptional customer experience across the organization. In this role, you will support internal employees and serve as an escalation point for complex issues while collaborating with cross-functional teams and mentoring junior analysts.

ConsultingHuman ResourcesStaffing Agency

Hiring Manager

Anita Olejnik

Responsibilities

Resolve complex IT Incidents and Service Requests across applications, SaaS platforms, hardware, mobile devices, and networking equipment

Provide expert technical guidance and outstanding customer service via phone and digital support channels

Act as an escalation resource and mentor for junior Service Desk Analysts

Participate in standard and Major Incident response processes

Collaborate with IT teams and third-party vendors to ensure timely resolution

Identify trends and recommend preventive solutions and process improvements

Support technology initiatives and projects, including system upgrades and service desk modernization

Assist the Service Desk Manager in maintaining efficient, high-quality service delivery

Qualification

IT service desk experienceTroubleshooting skillsITIL principlesMicrosoft 365 supportServiceNow experienceCustomer service skillsVendor engagementProcess improvementCommunication skills