Senior Service Desk Analyst

Nesco Resource; Connecticut; On-site; USD 70,000 - 90,000; Part time

Job summary

A technology solutions provider is seeking a Senior Service Desk Analyst to deliver advanced technical support. This role requires at least 5 years of experience in IT service desk settings, strong troubleshooting skills, and the ability to provide exceptional customer service. Candidates must possess a Bachelor’s degree in a relevant field and understand ITIL principles. Responsibilities include resolving complex IT incidents, mentoring junior analysts, and collaborating with cross-functional teams. Located in Connecticut, this position is contractual in nature.

Qualifications

• 5+ years of IT service desk or technical support experience.
• Strong troubleshooting skills across multiple technologies.
• Solid understanding of ITIL principles and service desk best practices.

Responsibilities

• Resolve complex IT incidents and service requests.
• Provide expert technical guidance via phone and digital channels.
• Act as an escalation resource for junior analysts.

Skills

Troubleshooting skills

Exceptional customer service

Communication skills

ITIL principles understanding

Ability to manage multiple priorities

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Job description

We are seeking a Senior Service Desk Analyst to deliver advanced technical support and an exceptional customer experience across our organization. In this role, you’ll support internal employees, contractors, and field users while serving as an escalation point for complex issues. You’ll collaborate with cross‑functional teams, mentor junior analysts, and help modernize our service desk capabilities.

What You’ll Do

• Resolve complex IT incidents and service requests across applications, SaaS platforms, hardware, mobile devices, and networking equipment
• Provide expert technical guidance and outstanding customer service via phone and digital support channels
• Act as an escalation resource and mentor for junior Service Desk Analysts
• Participate in standard and major incident response processes
• Collaborate with IT teams and third‑party vendors to ensure timely resolution
• Identify trends and recommend preventive solutions and process improvements
• Support technology initiatives and projects, including system upgrades and service desk modernization
• Assist the Service Desk Manager in maintaining efficient, high‑quality service delivery

What You Bring

• 5+ years of IT service desk or technical support experience
• Strong troubleshooting skills across hardware, software, SaaS, mobile, and networking technologies
• Exceptional customer service and communication skills
• Solid understanding of ITIL principles and service desk best practices
• Ability to work independently while managing multiple priorities
• Experience engaging third‑party vendors and service providers

Preferred Qualifications

• Experience with desktop operating systems and networking
• Hands‑on experience with ServiceNow or similar ITSM tools
• Familiarity with ITSM industry standards and diagnostic utilities

Education

• Bachelor’s degree in Computer Science, Business Management, or a related field (or equivalent experience)

Seniority level

• Associate

Employment type

• Contract

Job function

• Information Technology
• Insurance and Employee Benefit Funds