Service Desk Analyst: IT Support & User Experience

Work180; Sacramento, Northern (CA, KY); Hybrid; USD 58,000 - 73,000; Full time

Benefits offered by this job

Medical benefits

Financial benefits

Wellbeing benefits

Job summary

Nufarm, a global crop protection and seeds technologies company, is seeking a Service Desk Analyst to be the first point of contact for IT support across the Americas. You will deliver timely, professional technical assistance and help ensure employees stay productive with a positive IT service experience.

You will work with regional teams to resolve incidents, maintain ticket records, and contribute to service desk improvements, while supporting Microsoft 365 and endpoint technologies and

Qualifications

• Service Desk/Help Desk or First‑Line IT Support experience.
• Strong customer service and communication skills.
• Ability to manage incidents and service requests in a structured environment.
• Experience working with IT Service Management (ITSM) tools and ticketing systems.
• Strong problem-solving and troubleshooting capabilities.
• Ability to prioritize work, manage competing demands, and meet service level targets.
• Experience supporting Microsoft 365 environments.
• Ability to communicate effectively with users at all levels.

Responsibilities

• Serve as the first point of contact for IT incidents and service requests across the Americas region.
• Troubleshoot and resolve technical issues at first contact whenever possible to minimize business disruption.
• Escalate complex incidents to local support teams or specialist groups, ensuring clear and accurate documentation.
• Maintain high-quality ticket records that support efficient resolution, reporting, and knowledge sharing.
• Deliver a consistent and positive user experience through effective communication and customer service.
• Monitor and manage requests in accordance with established SLAs.
• Collaborate with local support analysts, infrastructure teams, and service providers to resolve user issues.
• Contribute to continuous improvement initiatives that enhance service desk performance and user satisfaction.
• Support adoption of new technologies, tools, and processes that improve service delivery.
• Demonstrate Nufarm's RARE values through accountability, agility, respect, and empowerment.

Skills

First-Line IT Support

Customer service

Incident management

ITSM tools

Problem solving

SLAs

Microsoft 365

Endpoint technologies

Tools

ITSM tools

Job description

Nufarm, a global crop protection and seeds technologies company, is seeking a Service Desk Analyst to be the first point of contact for IT support across the Americas. You will deliver timely, professional technical assistance and help ensure employees stay productive with a positive IT service experience.

You will work with regional teams to resolve incidents, maintain ticket records, and contribute to service desk improvements, while supporting Microsoft 365 and endpoint technologies and