Service Desk Analyst (Shifting Schedule)

Posted 4 years ago


  • Resolve incidents and request calls routed to any of the Service Desk call queues in accordance with customer SLAs.
  • Resolve incidents and requests via customer emails using ServiceNow and other customer ticketing system in accordance with resolution SLAs.
  • Accurately update and resolve incident tickets and requests in accordance with Service Desk policies and procedures.
  • Escalate critical issues immediately to management.
  • Escalate non-resolved incidents to management prior to SLAs expirations.
  • Continuously evaluate urgency/impact and escalate calls to management as appropriate.


  • Fluid English skills in speech and excellent writing capabilities.
  • Prior experience working with a ticketing system.
  • 6 months to 2 years of experience working in a call center, NOC and/or Service Desk environment.
  • Demonstrated working knowledge of network, systems, and/or desktop computer devices.
  • High energy and enthusiasm along with a high attention to detail.
  • Must be a self-starter, highly motivated, dependable and possess a strong work ethic.
  • Flexible and able to function in a “hands-on” environment.
  • Positive and professional image.
  • Must be willing to work shifting schedules.

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