Nesco Resource
We are seeking a
Senior Service Desk Analyst
to deliver advanced technical support and an exceptional customer experience across our organization. In this role, you’ll support internal employees, contractors, and field users while serving as an escalation point for complex issues. You’ll collaborate with cross‑functional teams, mentor junior analysts, and help modernize our service desk capabilities.
What You’ll Do
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
What You Bring
5+ years of IT service desk or technical support experience
Strong troubleshooting skills across hardware, software, SaaS, mobile, and networking technologies
Exceptional customer service and communication skills
Solid understanding of ITIL principles and service desk best practices
Ability to work independently while managing multiple priorities
Experience engaging third‑party vendors and service providers
Preferred Qualifications
Experience with desktop operating systems and networking
Hands‑on experience with ServiceNow or similar ITSM tools
Familiarity with ITSM industry standards and diagnostic utilities
Education
Bachelor’s degree in Computer Science, Business Management, or a related field (or equivalent experience)
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
Insurance and Employee Benefit Funds
#J-18808-Ljbffr
Senior Service Desk Analyst
to deliver advanced technical support and an exceptional customer experience across our organization. In this role, you’ll support internal employees, contractors, and field users while serving as an escalation point for complex issues. You’ll collaborate with cross‑functional teams, mentor junior analysts, and help modernize our service desk capabilities.
What You’ll Do
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
What You Bring
5+ years of IT service desk or technical support experience
Strong troubleshooting skills across hardware, software, SaaS, mobile, and networking technologies
Exceptional customer service and communication skills
Solid understanding of ITIL principles and service desk best practices
Ability to work independently while managing multiple priorities
Experience engaging third‑party vendors and service providers
Preferred Qualifications
Experience with desktop operating systems and networking
Hands‑on experience with ServiceNow or similar ITSM tools
Familiarity with ITSM industry standards and diagnostic utilities
Education
Bachelor’s degree in Computer Science, Business Management, or a related field (or equivalent experience)
Seniority level
Associate
Employment type
Contract
Job function
Information Technology
Insurance and Employee Benefit Funds
#J-18808-Ljbffr