Sr Service Desk Analyst: Incident Resolution & Mentoring

Nesco Resource; Connecticut; On-site; USD 70,000 - 90,000; Part time

Job summary

A technology solutions provider is seeking a Senior Service Desk Analyst to deliver advanced technical support. This role requires at least 5 years of experience in IT service desk settings, strong troubleshooting skills, and the ability to provide exceptional customer service. Candidates must possess a Bachelor’s degree in a relevant field and understand ITIL principles. Responsibilities include resolving complex IT incidents, mentoring junior analysts, and collaborating with cross-functional teams. Located in Connecticut, this position is contractual in nature.

Qualifications

• 5+ years of IT service desk or technical support experience.
• Strong troubleshooting skills across multiple technologies.
• Solid understanding of ITIL principles and service desk best practices.

Responsibilities

• Resolve complex IT incidents and service requests.
• Provide expert technical guidance via phone and digital channels.
• Act as an escalation resource for junior analysts.

Skills

Troubleshooting skills

Exceptional customer service

Communication skills

ITIL principles understanding

Ability to manage multiple priorities

Education

Bachelor’s degree in Computer Science or related field

Tools

ServiceNow

Job description

A technology solutions provider is seeking a Senior Service Desk Analyst to deliver advanced technical support. This role requires at least 5 years of experience in IT service desk settings, strong troubleshooting skills, and the ability to provide exceptional customer service. Candidates must possess a Bachelor’s degree in a relevant field and understand ITIL principles. Responsibilities include resolving complex IT incidents, mentoring junior analysts, and collaborating with cross-functional teams. Located in Connecticut, this position is contractual in nature.