Service Desk Analyst

Insight Global; Homewood (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

Insight Global is seeking a Service Desk Analyst in Detroit, MI to support tier one issues for an enterprise service desk. You will engage with end users via chat, email and phone to troubleshoot and document incidents in ServiceNow.

You will escalate to tier 2 teams for complex problems, coordinate with field technicians for onsite issues, and contribute to knowledge-base updates and process improvements. 2-3+ years of service desk experience is expected.

Qualifications

• 2-3+ years experience in service desk/help desk roles.
• Well versed in Windows OS and MacOS troubleshooting.
• Experience with remote support tools (NinjaOne, TeamViewer, or equivalent).
• Experience with ServiceNow for ticketing (ITSM platforms).
• Basic networking support/troubleshooting knowledge.
• OneLogin/Okta/Entra identity platform experience.
• Citrix IT support certifications.

Responsibilities

• Provide tier one support for enterprise service desk issues.
• Troubleshoot across Windows, MacOS, and hardware problems.
• Interact with end users via chat, email and phone to resolve issues.
• Escalate complex issues to tier 2 teams and coordinate onsite support as needed.
• Document incidents in ServiceNow and update knowledge-base articles.
• Identify trends and contribute to root cause analysis and process improvements.

Skills

Windows troubleshooting

MacOS troubleshooting

Remote support

ServiceNow

ITSM platforms

Networking basics

Multi-tasking

OneLogin/Okta/Entra

Citrix

IT certifications

Tools

NinjaOne

TeamViewer

Job description

Job Description

An employer is looking for a Service Desk Analyst in the Detroit, MI area. You will be tasked with supporting tier one issues for the client's enterprise service desk. You will partner closely with end users via chat, email and phone to understand any technical issues they are experiencing and troubleshoot accordingly. Issues could include network connectivity, O365 issues, hardware problems, password resets, etc. You will partner with tier 2 teams as needed for escalations and field teams for any onsite related issues. You will utilize ServiceNow for ticketing and document each incident accordingly to provide necessary updates. Additional tasks will include updating knowledge-base articles, identify trends/ root cause analysis for persistent issues, and aid with process improvements when needed.

Skills and Requirements

2-3+ years experience in service desk/ help desk rolesWell versed in Windows OS and MacOS troubleshootingStrong software/ hardware support experienceExperience with remote support tools- NinjaOne, TeamViewer, or equivalentExperience with ServiceNow for ticketing (Or other ITSM platforms)Basic networking support/ troubleshooting knowledgeStrong multi-tasking skills (Managing 15-20 tickets at a time)Veterinary practice software exposureOneLogin/ Okta/ Entra identify- platform experienceCitrixIT support certifications

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].