Service Desk Analyst

Global Information Technology; Detroit (MI); Hybrid; USD 45,000 - 65,000; Part time

Job summary

Global Information Technology is seeking a Service Desk Analyst for a hybrid role in Detroit, MI. The contract position supports IT service requests via phone, email, and online, coordinating with IT staff to ensure timely resolutions.

The ideal candidate has 3+ years of service desk experience, familiarity with CA Service Desk, Microsoft Windows, Office, Adobe Acrobat, and a planned ServiceNow migration in 2025; ITIL certification is preferred.

Qualifications

• 3+ years of service desk experience required.
• ITIL certification preferred.
• Experience with CA Service Desk, Microsoft Desktop OS, Office Suite, and Adobe Acrobat.
• Knowledge of ServiceNow migration planned for 2025.
• Respond to requests via phone, email and online and coordinate with IT staff.

Responsibilities

• Assist user community with documentation and resolution of service requests.
• Coordinate assignment of requests with appropriate IT staff for timely resolution.
• Support the Service Center operations and maintain service quality.

Skills

Customer service

Communication

Problem solving

Education

ITIL certification (preferred)

Tools

CA Service Desk

Microsoft Windows

Microsoft Office

Adobe Acrobat

ServiceNow

Job description

Job Title: Service Desk Analyst

Job Location: Detroit, MI (Hybrid)

Job Type: Contract

Job Description/ Requirements:

• ITIL certification preferred.
• Additional Service Center responsibilities duties as required.
• CA Service Desk, Microsoft Desktop OS, Microsoft Office Suite, Adobe Acrobat. Will be migrating to ServiceNow in 2025.
• Assists user community with the documentation and resolution of requests for service that originate (via phone, email and online) with IT Service Desk.
• Coordinates assignment of requests with appropriate IT staff to ensure timely and effective resolution.
• 3+ Years of experience required.