Help Desk INTL Colombia
Insight Global, Phoenix, AZ, United States
Senior Help Desk / Service Desk Analyst
A Phoenix-based client is seeking a fully remote Senior Help Desk / Service Desk Analyst with 5+ years of experience to serve as the frontline support resource for a large enterprise environment. This role will handle high-volume inbound requests via phone, email, and chat, supporting users across the entire organizationincluding corporate teams, retail store locations (POS environments), and distribution centers. The analyst will be responsible for logging, updating, and managing incidents and service requests in a ticketing system (preferably ServiceNow) while ensuring accuracy, timeliness, proper categorization, and clear communication throughout the ticket lifecycle. Daily responsibilities include diagnosing and resolving common IT issues remotely such as software installations/uninstalls, patching, upgrades/downgrades, access and connectivity troubleshooting, hardware and peripheral support, and coordinating replacements or repairs when needed. The ideal candidate has strong experience supporting retail store technology, can confidently troubleshoot POS-related issues, and brings a customer-first mindset with exceptional professionalism and phone presence. This is a growth-oriented opportunity to join a collaborative Service Desk team and contribute to a stable, enterprise support environment.
A Phoenix-based client is seeking a fully remote Senior Help Desk / Service Desk Analyst with 5+ years of experience to serve as the frontline support resource for a large enterprise environment. This role will handle high-volume inbound requests via phone, email, and chat, supporting users across the entire organizationincluding corporate teams, retail store locations (POS environments), and distribution centers. The analyst will be responsible for logging, updating, and managing incidents and service requests in a ticketing system (preferably ServiceNow) while ensuring accuracy, timeliness, proper categorization, and clear communication throughout the ticket lifecycle. Daily responsibilities include diagnosing and resolving common IT issues remotely such as software installations/uninstalls, patching, upgrades/downgrades, access and connectivity troubleshooting, hardware and peripheral support, and coordinating replacements or repairs when needed. The ideal candidate has strong experience supporting retail store technology, can confidently troubleshoot POS-related issues, and brings a customer-first mindset with exceptional professionalism and phone presence. This is a growth-oriented opportunity to join a collaborative Service Desk team and contribute to a stable, enterprise support environment.