Service Desk Analyst

Akkodis; Town of Florida (NY); On-site; USD 28,000 - 34,000; Full time

Job summary

Akkodis is seeking a Service Desk Analyst – Level 1 for a 6-month contract-to-hire position with a client in Bonita Springs, FL. The role supports North America and serves as the first point of contact for IT issues, delivering timely, customer-focused solutions.

You will troubleshoot technical problems, document solutions, and collaborate with IT teams to maintain service levels. Key qualifications include experience with complex technical issues, ITIL basics, and strong customer service

Qualifications

• High school diploma required; degree or years of IT service experience preferred.
• Experience handling complex technical issues in a service desk environment.
• Familiarity with ITIL practices and incident management.
• Customer-focused support experience and strong communication skills.
• Proficiency with Microsoft Office applications.

Responsibilities

• Serve as the first point of contact for North America IT issues.
• Troubleshoot and resolve incidents to restore normal service levels.
• Document solutions and update knowledge base entries.
• Coordinate with IT teams and communicate issues to leadership.
• Maintain up-to-date knowledge of IT systems and applications.
• Adhere to SLA timeframes and provide accurate resolutions.

Skills

Complex technical issues

IT systems knowledge

Customer service experience

ITIL basics

ServiceNow knowledge

MS Office

Education

High school Diploma

Degree in Computer Science or related field

Tools

ServiceNow

Microsoft Office

Job description

Akkodis is seeking a Service Desk Analyst – Level 1 for a 6-month contract-to-hire job with a client in Bonita Springs, FL.

Rate Range: $20/hr.-$25/hr.; The rate may be negotiable based on experience, education, geographic location, and other factors.

Job Purpose

As a Service Desk Analyst, you will be the main liaison between our field employees and the IT organisation, supporting both standard and proprietary technology in a way that enhances our employee experience. You will provide top-tier customer support, troubleshoot technical issues, support communication between relevant assignment groups, and be part of the single point of contact for all IT-related issues.

Responsibilities

• Support Client-based applications and infrastructure for all of North America
• Analyze user needs, facilitate support, and provide complete solutions whenever possible
• Communicate issues and opportunities to Service Desk leadership
• Maintain a high degree of working knowledge of all IT systems and business applications within the Client portfolio
• Provide accurate and correctly detailed documentation for each solution
• Respond to and resolve issues within Service Level Agreement timeframes

Requirements

• Experience working with complex technical issues
• Knowledge of IT-related systems or applications
• Experience in customer service-related roles
• Understanding of ITIL practices and ServiceNow is beneficial
• MS Office Skills (Excel, PowerPoint, Word) is beneficial

Education

• High school Diploma
• Degree in Computer Science, Information Systems, Business Analysis, or other related field or multiple years of recent equivalent IT service experience

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client‑recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit https://www.akkodis.com/en/privacy-policy.

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

The California Fair Chance Act

Los Angeles City Fair Chance Ordinance

Los Angeles County Fair Chance Ordinance for Employers