NR Consulting · 20 hours ago
Service Desk Analyst
New Haven, CT
Full-time
Hybrid
Senior Level
$40/hr - $45/hr
5+ years expNR Consulting is seeking a Senior Service Desk Analyst to provide advanced technical support and deliver exceptional customer service in resolving IT incidents and service requests. This role involves troubleshooting complex technical issues, mentoring junior analysts, and collaborating with cross-functional teams to ensure high user satisfaction.
ConsultingInformation TechnologyStaffing Agency
Hiring Manager
Divya Dhyani
Responsibilities
Handle standard to complex support requests via phone and digital channels
Troubleshoot, diagnose, and resolve hardware, software, and SaaS issues
Escalate and coordinate incidents and service requests as required
Mentor and guide junior Service Desk Analysts
Recommend preventive measures and process improvements
Support special IT projects (e.g., OS upgrades, system rollouts)
Contribute to modernization initiatives (AI support tools, CRM portals, multi-channel support)
Ensure courteous, timely, and effective issue resolution
Collaborate with vendors and third-party service providers
Qualification
Required
Excellent customer service and communication skills
Strong analytical, critical thinking, and problem-solving abilities
Good judgment and decision-making skills
Strong organization, time management, and prioritization
Knowledge of ITIL best practices and continuous improvement methods
Ability to handle confidential information with discretion
Vendor management experience
Proficiency in Excel and basic math skills
Ability to work independently with minimal supervision
Flexible schedule and willingness to interact daily with users
Bachelor's degree in Computer Science, Business Management, or equivalent experience
5+ years of IT support/service desk experience
Strong troubleshooting skills across hardware, software, SaaS, mobile devices, and networks
Familiarity with ITIL and service desk best practices
Preferred
O365 application support experience
Desktop OS and networking knowledge
Experience with diagnostic tools
Understanding of ITSM standards
Hands-on ServiceNow experience
Company
NR Consulting
NR Consulting is an information technology consulting firm that offers contingent hiring, direct hires, and managed IT services.
1001-5000 employees
H1B Sponsorship
NR Consulting 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 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
Sharabh Goyal
Founder & CEO
Company data provided by crunchbase