Service Desk Analyst — AI-Driven Support & Fast FCR

Global Data Consultants, LLC; McKinney (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Global Data Consultants is seeking a Service Desk Analyst in the McKinney, TX area to provide frontline IT support for users across Field Support Services and Branch locations. You will handle inquiries via phone, chat, and email, diagnose issues, and strive for First Call Resolution with strong customer service.

You will utilize AI-powered knowledge resources, document Work Orders, and coordinate with teams for timely resolutions. Some travel and after-hours on-call rotate as part of the role.

Qualifications

• Three years of experience in technical support for remote and in-office users.
• Proven ability to leverage AI and knowledge management tools.
• Excellent written and verbal communication skills.
• Ability to work independently and prioritize tasks in a fast-paced environment.

Responsibilities

• Primary phone taker for technical inquiries across all channels.
• Diagnose issues (Tier 1-2) for FSC and Branch locations.
• Strive for First Call Resolution with clear communication.
• Respond within SLA to requests via ITSM tools, email, chat, phone, and other channels.
• Utilize AI-powered knowledge management tools for troubleshooting.
• Triage complex issues and escalate as needed per process.
• Document and track Service Desk Requests via Work Orders.
• Perform Active Directory maintenance (unlocking accounts, password resets).
• Assist with deployment of hardware and software and mobile devices.
• Provide training and assistance to teammates; participate in on-call rotation.
• Travel up to 25% of the time.

Skills

Communication

Analytical skills

Problem solving

Independent work

Education

High school diploma or GED

Job description

Global Data Consultants is seeking a Service Desk Analyst in the McKinney, TX area to provide frontline IT support for users across Field Support Services and Branch locations. You will handle inquiries via phone, chat, and email, diagnose issues, and strive for First Call Resolution with strong customer service.

You will utilize AI-powered knowledge resources, document Work Orders, and coordinate with teams for timely resolutions. Some travel and after-hours on-call rotate as part of the role.