Service Desk Support Analyst-Intermediate Level
Core
Intermediate Service Desk Analyst providing advanced technical and application support, acting as an escalation point for entry-level specialists and delivering white-glove support to executive leadership.
Role type
Intermediate Service Desk Support Analyst
Builds
IT service restoration, incident resolution, and operational continuity for enterprise business applications.
Domain
IT Service Management (ITSM) / Enterprise Application Support
Required skills
Incident management, application troubleshooting, ITIL framework knowledge, SLA/OLA monitoring, root cause analysis, tool training, risk identification
Preferred skills
Escalation point experience, problem management, continual service improvement (CSI), process coaching
Technologies
ServiceNow
Responsibilities
Monitor delegated incidents and support return to service activities; resolve moderately complex application and software issues; provide tool training and quality control for customer service; analyze data trends to develop technical solutions; collaborate on issue resolution and escalation; ensure risks are identified and controlled per compliance policies.
Seniority
Intermediate, hands-on IC