Service Desk Analyst

This role will serve as a primary point of contact for end users, responding to technical issues and service requests through phone, email, and automated ticket queues. Kforce has a client in New York, NY is seeking a Service Desk Analyst in the tristate area to provide front-line, Level 1 and Level 1.5 IT support within a large, enterprise environment.

Kforce has a client in New York, NY is seeking a Service Desk Analyst in the tristate area to provide front-line, Level 1 and Level 1.5 IT support within a large, enterprise environment. This role will serve as a primary point of contact for end users, responding to technical issues and service requests through phone, email, and automated ticket queues. Summary: The ideal candidate will deliver exceptional customer service, resolve issues efficiently, and appropriately triage and escalate incidents when additional support is required. This position requires someone who can work independently, prioritize competing requests, and thrive in a fast-paced service desk environment. Responsibilities:

• Manage Level 1 and Level 1.5 incidents and service requests from initial report through resolution
• Monitor and respond to Service Desk phone calls, email queues, and automated request queues during assigned shifts
• Provide technical support and customer service while resolving as many issues as possible at the Level 1/1.5 level
• Serve as a single point of contact for end users regarding incidents, problems, and service requests
• Receive, prioritize, document, track, and actively resolve end-user support requests
• Troubleshoot common issues related to password resets, Microsoft Office, Windows, and other desktop technologies
• Triage and route requests accurately, escalating issues according to established Service Level Agreements (SLAs)
• Monitor open tickets and ticket progress to ensure SLA requirements are met
• Follow established escalation and paging procedures
• Maintain current technical knowledge of Service Desk tools, including ServiceNow and performance monitoring tools
• Provide real-time Service Desk coverage to meet or exceed service level requirements and end-user expectations
• Contribute to continuous process improvement initiatives within the Service Desk

Requirements:

• Bachelor's degree in Information Technology, Business, Management, or a related field preferred
• At least 1 year of experience in a business, government, healthcare, educational, or nonprofit environment involving systems, processes, data coordination, or technical support
• Familiarity with computer applications, data processing programs, and enterprise IT environments
• Experience with ServiceNow or similar IT service management/ticketing platforms is preferred
• Strong troubleshooting, communication, documentation, and customer service skills
• Ability to prioritize multiple requests and work effectively in a high-volume environment
• Ability to work independently while also collaborating effectively with a team