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Senior Service Desk Analyst
Senior Service Desk AnalystNesco Resource • New Haven County, CT, United States
Senior Service Desk Analyst

Senior Service Desk Analyst

Nesco Resource • New Haven County, CT, United States
[job_card.variable_hours_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

We are seeking a Senior Service Desk Analyst to deliver advanced technical support and an exceptional customer experience across our organization. In this role, you’ll support internal employees, contractors, and field users while serving as an escalation point for complex issues. You’ll collaborate with cross-functional teams, mentor junior analysts, and help modernize our service desk capabilities.

What You’ll Do

  • Resolve complex IT Incidents and Service Requests across applications, SaaS platforms, hardware, mobile devices, and networking equipment
  • Provide expert technical guidance and outstanding customer service via phone and digital support channels
  • Act as an escalation resource and mentor for junior Service Desk Analysts
  • Participate in standard and Major Incident response processes
  • Collaborate with IT teams and third-party vendors to ensure timely resolution
  • Identify trends and recommend preventive solutions and process improvements
  • Support technology initiatives and projects, including system upgrades and service desk modernization
  • Assist the Service Desk Manager in maintaining efficient, high-quality service delivery

What You Bring

  • 5+ years of IT service desk or technical support experience
  • Strong troubleshooting skills across hardware, software, SaaS, mobile, and networking technologies
  • Exceptional customer service and communication skills
  • Solid understanding of ITIL principles and Service Desk best practices
  • Ability to work independently while managing multiple priorities
  • Experience engaging third-party vendors and service providers

    • Preferred Qualifications

  • Microsoft 365 application support experience
  • Experience with desktop operating systems and networking
  • Hands-on experience with ServiceNow or similar ITSM tools
  • Familiarity with ITSM industry standards and diagnostic utilities

    • Education

  • Bachelor’s degree in Computer Science, Business Management, or a related field (or equivalent experience)
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