Remote Service Desk Analyst II: Cloud & Datadog Support

Milliman IntelliScript; Town of Brookfield (WI); Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental and Vision coverage

401(k) Plan with company match

Paid Time Off (PTO)

Job summary

Milliman IntelliScript is seeking a Service Desk Analyst II to support internal and external customers, review incoming service requests, and provide prioritization, escalation, and timely resolutions. The role involves monitoring system health with Datadog, creating knowledge base content, and ensuring service delivery aligns with established SLAs.

You will work with the IntelliScript team in Brookfield, WI, with open remote work options and occasional travel as needed.

Qualifications

• 2+ years of Service Desk/Help Desk experience.
• Hands-on Datadog experience for observability.
• Experience with cloud environments (AWS/Azure/GCP).
• Customer-centric approach to solving problems.
• Troubleshooting in a rapidly changing environment.
• Clear and effective communication skills.

Responsibilities

• Provide first line support for all service requests and prioritize accordingly.
• Assist customers by resolving issues using existing docs, past requests, or other means.
• Triage requests, gather details, and assist escalation agents as needed.
• Open tickets using Jira and escalate to the appropriate team.
• Maintain frequent communication to meet or exceed SLAs.
• Monitor system performance with Datadog and escalate potential issues.
• Contribute to knowledgebase articles and procedures.
• Ensure system availability within internal SLA targets and participate in on-call rotation.

Skills

2+ years experience in Service Desk/IT

Datadog experience

Cloud platforms (AWS/Azure/GCP)

Customer-centric approach

Troubleshooting in dynamic env

Effective communication

Tools

Datadog

Jira

Job description

Milliman IntelliScript is seeking a Service Desk Analyst II to support internal and external customers, review incoming service requests, and provide prioritization, escalation, and timely resolutions. The role involves monitoring system health with Datadog, creating knowledge base content, and ensuring service delivery aligns with established SLAs.

You will work with the IntelliScript team in Brookfield, WI, with open remote work options and occasional travel as needed.