IT Service Desk Analyst
Purple Drive, Malvern, PA, United States
Job Summary
We are seeking an experienced
IT Service Desk Analyst - Endpoint & Workplace Services
to act as the
Single Point of Contact (SPOC)
for end-to-end ownership of user incidents and service requests. The role focuses on delivering high-quality support across endpoint, mobility, and workplace services, while ensuring timely resolution, clear communication, and adherence to ITIL and ITSM best practices using
ServiceNow .
Key Responsibilities
Serve as the
primary SPOC
for all user-reported incidents and service requests, providing end-to-end ownership from logging through resolution and closure in
ServiceNow . Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with defined SLAs. Provide
Windows 11 upgrade support , including user assistance, issue resolution, and escalation as required. Fulfill assigned
Service Requests
and work items related to
Endpoint Services and Mobility Services . Support incident and request management for all end-user devices, including
desktops, laptops, mobile devices, and other form factors . Participate in and support
Major Incident calls
for Workplace Services, ensuring effective communication and coordination. Communicate clearly with users and stakeholders during incident response, providing status updates, progress notifications, and workarounds. Enable and promote
self-service capabilities
for common service requests through the Service Desk. Process ServiceNow requests such as
internet trusted site requests, VDI-related tasks, and other endpoint service requests . Maintain accurate documentation, ticket notes, and reports to support operational visibility and continuous improvement. Follow ITIL best practices for
Incident Management, Request Fulfillment, and Problem escalation . Required Skills & Qualifications
Proven experience in an
IT Service Desk or IT Support role
in an enterprise environment. Strong hands-on experience with
ServiceNow ITSM
(Incident, Request, and Knowledge modules). Experience supporting
Windows OS (including Windows 11)
and end-user endpoint devices. Knowledge of
Incident Management, Request Fulfillment, and Major Incident processes . Excellent communication skills with the ability to interact with technical and non-technical users. Strong customer service mindset and ability to manage multiple tickets simultaneously. Ability to work effectively in a fast-paced, SLA-driven environment. Preferred / Nice-to-Have Skills
Experience supporting
VDI environments and mobility services . Familiarity with
ITIL framework
(ITIL certification is a plus). Experience with self-service portal enablement and knowledge article creation. Prior experience supporting large financial or enterprise organizations. Education
We are seeking an experienced
IT Service Desk Analyst - Endpoint & Workplace Services
to act as the
Single Point of Contact (SPOC)
for end-to-end ownership of user incidents and service requests. The role focuses on delivering high-quality support across endpoint, mobility, and workplace services, while ensuring timely resolution, clear communication, and adherence to ITIL and ITSM best practices using
ServiceNow .
Key Responsibilities
Serve as the
primary SPOC
for all user-reported incidents and service requests, providing end-to-end ownership from logging through resolution and closure in
ServiceNow . Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with defined SLAs. Provide
Windows 11 upgrade support , including user assistance, issue resolution, and escalation as required. Fulfill assigned
Service Requests
and work items related to
Endpoint Services and Mobility Services . Support incident and request management for all end-user devices, including
desktops, laptops, mobile devices, and other form factors . Participate in and support
Major Incident calls
for Workplace Services, ensuring effective communication and coordination. Communicate clearly with users and stakeholders during incident response, providing status updates, progress notifications, and workarounds. Enable and promote
self-service capabilities
for common service requests through the Service Desk. Process ServiceNow requests such as
internet trusted site requests, VDI-related tasks, and other endpoint service requests . Maintain accurate documentation, ticket notes, and reports to support operational visibility and continuous improvement. Follow ITIL best practices for
Incident Management, Request Fulfillment, and Problem escalation . Required Skills & Qualifications
Proven experience in an
IT Service Desk or IT Support role
in an enterprise environment. Strong hands-on experience with
ServiceNow ITSM
(Incident, Request, and Knowledge modules). Experience supporting
Windows OS (including Windows 11)
and end-user endpoint devices. Knowledge of
Incident Management, Request Fulfillment, and Major Incident processes . Excellent communication skills with the ability to interact with technical and non-technical users. Strong customer service mindset and ability to manage multiple tickets simultaneously. Ability to work effectively in a fast-paced, SLA-driven environment. Preferred / Nice-to-Have Skills
Experience supporting
VDI environments and mobility services . Familiarity with
ITIL framework
(ITIL certification is a plus). Experience with self-service portal enablement and knowledge article creation. Prior experience supporting large financial or enterprise organizations. Education