Service Desk Analyst
Moser Consulting, Indianapolis, IN, United States
About Moser
For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.
Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.
Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service. Description
The Service Desk Analyst is the operational heartbeat of the Service Center - the critical link between the Technicians who deliver service on the ground and the Center of Excellence that sets the standard for how that service is delivered. This role exists to ensure that nothing falls through the cracks: that workloads are balanced, priorities are clear, quality is monitored, and the right people have the right information at the right time. The SDA serves two distinct but equally important stakeholder groups - the Technicians who depend on clear direction and removed blockers to do their best work, and the CoE that depends on accurate, timely operational intelligence to govern effectively. Without the SDA functioning at a high level, service quality erodes, teams lose direction, and the CoE loses its connection to what is happening on the floor.
The Service Desk Analyst is not simply a coordinator - they are a standard-bearer. As they grow in this role, they become a force multiplier for the teams around them, elevating the capability of every Technician they support and contributing directly to an org that sets the standard for technology service delivery. Owning a shift schedule means owning what happens when it breaks. The SDA's accountability does not end when a Technician calls out - it begins there.
Requirements Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks. Identify trends in service quality and proactively surface issues before they escalate. Provide real-time feedback to Technicians on quality expectations. Own and maintain team schedules ensuring adequate coverage across all required hours - including Shift 5 overnight and weekend Shift 6 - 24 hours a day, 7 days a week. Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps. A schedule is not complete until every shift has a confirmed Technician. Planning for coverage gaps is always preferable to reacting to them. The SDA is accountable for ensuring every shift is covered - not just scheduled. When a Technician is unable to fulfill a scheduled shift for any reason, the SDA owns the full response from the moment the vacancy is identified through to confirmed coverage or escalated resolution. Manage ticket intake and dispatch - ensuring tickets are correctly assigned, triaged, and moving through the queue efficiently. Own the escalation process for tickets that exceed resolution thresholds, require specialist involvement, or have stakeholder visibility. Ensure escalations are documented, communicated, and tracked to resolution. Serve as the primary operational support arm to the CoE Service Owner. Provide accurate, timely data on service center activity, quality trends, team performance, and shift coverage events. Generate regular reports on Service Center performance - ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events. Translate operational data into clear, actionable updates for the Service Owner and CoE. Maintain consistent communication rhythms with Technicians - team huddles, shift briefings, and one-on-one check-ins. Foster a team environment aligned to the org's shared values and behavioral standards. Ensure Technicians understand their shift commitments and the impact of unplanned absences on the team. Preferred Skills ITIL Foundations v4 CompTIA A+ COMTIA Network+ Microsoft Certified Desktop Support Technician (MCDST) Microsoft Certified Professional (MSP) Cisco Certified Network Associate (CNA) Where You'll Work
Moser has 2 local Indianapolis, IN offices. You will be able to work a hybrid/onsite schedule out of the downtown or Castleton offices. Salary
At Moser Consulting, we believe in pay transparency and fairness. The $38k-$80k salary range for this role is not just a number-it's a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community. Benefits
For over a quarter of a century, Moser Consulting has been a beacon for top-tier IT talent who excel in self-management. Our people are our greatest asset. We don't just hire the best-we welcome them into our family, connect them with opportunities, and empower them to create innovative solutions to technology challenges.
Our unique culture is our competitive edge. It fosters happiness, health, and low stress, even in an industry known for its demands. This is why we're consistently recognized as one of the Best Places to Work in Indiana. We provide our employees with an inspiring workspace, a fun and collaborative atmosphere, and a generous compensation package. But that's not all.
We also offer a suite of benefits designed to support and enrich our employees' lives. These include: Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement. Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan. PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs. Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care. Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center. Wellness Program: We promote a healthy lifestyle with our wellness program. Catered Lunches: Enjoy delicious catered lunches regularly.
At Moser Consulting, we don't just offer jobs-we offer careers, growth, and a chance to join a thriving community. Come, be a part of our family.
Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a professional.
For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.
Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.
Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service. Description
The Service Desk Analyst is the operational heartbeat of the Service Center - the critical link between the Technicians who deliver service on the ground and the Center of Excellence that sets the standard for how that service is delivered. This role exists to ensure that nothing falls through the cracks: that workloads are balanced, priorities are clear, quality is monitored, and the right people have the right information at the right time. The SDA serves two distinct but equally important stakeholder groups - the Technicians who depend on clear direction and removed blockers to do their best work, and the CoE that depends on accurate, timely operational intelligence to govern effectively. Without the SDA functioning at a high level, service quality erodes, teams lose direction, and the CoE loses its connection to what is happening on the floor.
The Service Desk Analyst is not simply a coordinator - they are a standard-bearer. As they grow in this role, they become a force multiplier for the teams around them, elevating the capability of every Technician they support and contributing directly to an org that sets the standard for technology service delivery. Owning a shift schedule means owning what happens when it breaks. The SDA's accountability does not end when a Technician calls out - it begins there.
Requirements Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks. Identify trends in service quality and proactively surface issues before they escalate. Provide real-time feedback to Technicians on quality expectations. Own and maintain team schedules ensuring adequate coverage across all required hours - including Shift 5 overnight and weekend Shift 6 - 24 hours a day, 7 days a week. Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps. A schedule is not complete until every shift has a confirmed Technician. Planning for coverage gaps is always preferable to reacting to them. The SDA is accountable for ensuring every shift is covered - not just scheduled. When a Technician is unable to fulfill a scheduled shift for any reason, the SDA owns the full response from the moment the vacancy is identified through to confirmed coverage or escalated resolution. Manage ticket intake and dispatch - ensuring tickets are correctly assigned, triaged, and moving through the queue efficiently. Own the escalation process for tickets that exceed resolution thresholds, require specialist involvement, or have stakeholder visibility. Ensure escalations are documented, communicated, and tracked to resolution. Serve as the primary operational support arm to the CoE Service Owner. Provide accurate, timely data on service center activity, quality trends, team performance, and shift coverage events. Generate regular reports on Service Center performance - ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events. Translate operational data into clear, actionable updates for the Service Owner and CoE. Maintain consistent communication rhythms with Technicians - team huddles, shift briefings, and one-on-one check-ins. Foster a team environment aligned to the org's shared values and behavioral standards. Ensure Technicians understand their shift commitments and the impact of unplanned absences on the team. Preferred Skills ITIL Foundations v4 CompTIA A+ COMTIA Network+ Microsoft Certified Desktop Support Technician (MCDST) Microsoft Certified Professional (MSP) Cisco Certified Network Associate (CNA) Where You'll Work
Moser has 2 local Indianapolis, IN offices. You will be able to work a hybrid/onsite schedule out of the downtown or Castleton offices. Salary
At Moser Consulting, we believe in pay transparency and fairness. The $38k-$80k salary range for this role is not just a number-it's a reflection of the value we place on the skills and experience our employees bring to our team. We are committed to offering a competitive salary that aligns with the industry standards and the unique competencies you bring to our community. Benefits
For over a quarter of a century, Moser Consulting has been a beacon for top-tier IT talent who excel in self-management. Our people are our greatest asset. We don't just hire the best-we welcome them into our family, connect them with opportunities, and empower them to create innovative solutions to technology challenges.
Our unique culture is our competitive edge. It fosters happiness, health, and low stress, even in an industry known for its demands. This is why we're consistently recognized as one of the Best Places to Work in Indiana. We provide our employees with an inspiring workspace, a fun and collaborative atmosphere, and a generous compensation package. But that's not all.
We also offer a suite of benefits designed to support and enrich our employees' lives. These include: Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement. Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan. PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs. Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care. Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center. Wellness Program: We promote a healthy lifestyle with our wellness program. Catered Lunches: Enjoy delicious catered lunches regularly.
At Moser Consulting, we don't just offer jobs-we offer careers, growth, and a chance to join a thriving community. Come, be a part of our family.
Moser Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a professional.