Senior Service Desk Analyst | ITIL & ServiceNow Expert

Compunnel, Inc.; Troy (MI); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading tech company in Michigan seeks an experienced Service Desk Analyst to provide first-level IT support and ensure efficient service delivery. The role requires strong ITIL knowledge, hands-on service desk experience, and excellent communication skills. Responsibilities include managing user inquiries and troubleshooting technical issues. Competitive candidates will have over 9 years of experience in similar roles and proficiency in ServiceNow.

Qualifications

• 9+ years of experience in IT service desk or technical support roles.
• Strong knowledge of ITIL frameworks and service management principles.
• Proficiency in using ServiceNow or similar ITSM tools.
• Excellent verbal and written communication skills.

Responsibilities

• Manage user inquiries via chat, phone, and self-service tickets.
• Troubleshoot and resolve basic technical issues using SOPs.
• Log and track incidents in ServiceNow with accurate documentation.
• Escalate unresolved issues to Level 2 or Level 3 support.
• Perform password resets and account unlocks for users.

Skills

ITIL knowledge

Service desk experience

Communication skills

Customer service orientation

Problem-solving abilities

Tools

ServiceNow

Job description

A leading tech company in Michigan seeks an experienced Service Desk Analyst to provide first-level IT support and ensure efficient service delivery. The role requires strong ITIL knowledge, hands-on service desk experience, and excellent communication skills. Responsibilities include managing user inquiries and troubleshooting technical issues. Competitive candidates will have over 9 years of experience in similar roles and proficiency in ServiceNow.