Service Desk Analyst

New York Global Consultants Inc. (NYGCI); United States; On-site; USD 50,000 - 70,000; Full time

Job summary

Unknown is seeking a Service Desk Analyst with about 2 years of experience to provide technical support to users via phone and chat. You will work with ServiceNow and follow SOPs, escalate when needed, and strive to resolve incidents promptly while maintaining quality and confidentiality.

The role emphasizes documenting tickets clearly, adhering to SLAs, and contributing to process improvements within a collaborative environment.

Qualifications

• 2+ years of Service Desk / Help Desk / IT Support experience.
• Hands‑on experience with ServiceNow or a similar ITSM/ticketing platform.
• Strong troubleshooting and problem‑solving skills.
• Experience handling incidents, service requests, and support tickets.
• Strong verbal and written communication skills.
• Ability to follow SOPs, escalation procedures, and service-level requirements.
• Customer-centric approach with the ability to handle users professionally.

Responsibilities

• Handle incoming service desk calls and chats and provide timely assistance to users.
• Troubleshoot user issues and determine the appropriate resolution or escalation path.
• Create and update ServiceNow tickets with accurate documentation of requests, troubleshooting steps, resolutions, and outcomes.
• Follow established SOPs and escalation procedures.
• Identify recurring issues and communicate opportunities for process and service improvements.
• Maintain confidentiality when handling sensitive user, business, and company information.
• Meet individual and team SLA targets, including response time, resolution time, and quality metrics.
• Provide a professional and customer-focused support experience on every interaction.
• Maintain accurate ticket records to support reporting, tracking, and service improvement initiatives.
• Escalate unresolved or complex technical issues to the appropriate support team while ensuring proper ticket documentation and follow‑up.

Skills

Troubleshooting

Communication

Documentation

SLA adherence

Incident management

Tools

ServiceNow

Job description

We are looking for a Service Desk Analyst with around 2 years of experience providing technical support to users through phone and chat. The ideal candidate should have hands‑on experience with ServiceNow, strong troubleshooting skills, and the ability to document incidents accurately while following established procedures and escalation processes.

Key Responsibilities

• Handle incoming service desk calls and chats and provide timely assistance to users.
• Troubleshoot user issues and determine the appropriate resolution or escalation path.
• Create and update ServiceNow tickets with accurate documentation of requests, troubleshooting steps, resolutions, and outcomes.
• Follow established Standard Operating Procedures (SOPs) and escalation procedures.
• Identify recurring issues and communicate opportunities for process and service improvements.
• Maintain confidentiality when handling sensitive user, business, and company information.
• Meet individual and team Service Level Agreement (SLA) targets, including response time, resolution time, and quality metrics.
• Provide a professional and customer-focused support experience on every interaction.
• Maintain accurate ticket records to support reporting, tracking, and service improvement initiatives.
• Escalate unresolved or complex technical issues to the appropriate support team while ensuring proper ticket documentation and follow‑up.

Required Skills

• 2+ years of Service Desk / Help Desk / IT Support experience.
• Hands‑on experience with ServiceNow or a similar ITSM/ticketing platform.
• Strong troubleshooting and problem‑solving skills.
• Experience handling incidents, service requests, and support tickets.
• Strong verbal and written communication skills.
• Ability to follow SOPs, escalation procedures, and service-level requirements.
• Strong attention to detail and accurate documentation skills.
• Customer-centric approach with the ability to handle users profess