YASH Technologies · 16 hours ago
Service Desk Analyst
Sleepy Eye, MN
Contract
Onsite
Senior Level
5+ years expYASH Technologies is seeking a Service Desk Analyst to act as the first point of contact for IT-related incidents and service requests. The role involves providing high-quality technical support, ensuring first-call resolution, and effective escalation when necessary.
SoftwareSupply Chain ManagementWholesale
Hiring Manager
Babul Reddy
Responsibilities
Act as the first point of contact for all IT-related incidents, service requests, and user inquiries
Deliver high-quality, customer-focused support across enterprise IT environments
Ensure first-call resolution wherever possible and effective escalation when required
Provide Level 1 technical support via phone, email, chat, and self-service portal
Log, categorize, prioritize, and resolve incidents and service requests in the ITSM tool
Troubleshoot issues related to:
Windows and macOS end-user devices
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Active Directory (password resets, account unlocks, group access)
VPN, network connectivity, Wi-Fi, and printer issues
Perform initial diagnosis and resolution using knowledge articles and SOPs
Escalate unresolved incidents to L2/L3 teams with accurate documentation
Follow ITIL-based incident, request, and problem management processes
Meet or exceed defined SLAs, OLAs, and KPIs (FCR, AHT, CSAT)
Provide user communication and status updates throughout the ticket lifecycle
Participate in shift handovers and knowledge sharing sessions
Identify recurring issues and suggest improvements or automation opportunities
Support new user onboarding/offboarding tasks as per SOPs
Assist in major incident calls by handling communications and ticket updates
Qualification
Required
5–6 years of experience in an Enterprise IT Service Desk / End User Support role
Strong hands-on experience with Windows 10/11 and macOS
Microsoft 365 & Teams administration basics
Active Directory and Azure AD fundamentals
Basic networking concepts (DNS, DHCP, TCP/IP, VPN)
Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar
Familiarity with remote support tools and endpoint management solutions
Good understanding of ITIL v3 / ITIL 4 processes
Adherence to security, compliance, and access control policies
Experience working in SLA-driven, 24×7 or shift-based environments
Preferred
Exposure to VDI, MFA, and endpoint security tools is a plus
Company
YASH Technologies
YASH Technologies is a leading Information Technology Company offers business consulting, IT outsourcing and software consulting services.
5001-10000 employees
H1B Sponsorship
YASH Technologies 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 (115)
2024 (99)
2023 (107)
2022 (157)
2021 (148)
2020 (178)
Funding
Current Stage
Late StageLeadership Team
Shishir Choudhary
Senior Vice President | Business Head - GCC
Recent News
2025-08-26
2025-06-18
Company data provided by crunchbase