Service Desk Analyst

• Strive for Greatness 
• Do the Right Thing 
• Foster Teamwork 
• Respect Each Other 
• Grow Together 

We are looking for a Service Desk Analyst to support a federal client by delivering high-quality IT service desk support, accurate ticket management, and continuous process improvement.

The expected salary range for this position is $40,000 to $42,000 per year based on factors such as experience, skills, qualifications, and internal equity. Final compensation will be determined during the hiring process

Key Responsibilities:

• Ensure the quality and integrity of IT service delivery through detailed analysis, reporting, and continuous process improvement across Service Desk operations.
• Monitor customer satisfaction survey results for compliance with the PRS, conduct deep dives into low-scoring feedback, identify root causes, and recommend corrective actions.
• Apply After Action Report (AAR) policies to address performance infractions and service delivery issues.
• Maintain Service Desk quality standards for Tier 0 and Tier 1 operations by developing ticket quality guidelines and training staff on documentation best practices.
• Monitor Service Desk queues for critical incidents and ensure accurate ticket documentation aligned with Knowledge Base Articles (KBAs).
• Support Tier 2 operations by performing quality reviews of incident management and problem analysis records, ensuring accurate linkage of related incidents.
• Conduct proactive monitoring of Automated Call Distribution (ACD), incidents, and queue activity to identify service-impacting issues.
• Integrate call and incident data into wallboards to provide real-time visibility into Service Desk call volumes and performance.
• Ensure effective coordination procedures for efficient hand-offs, timely escalation, and adherence to communication and update timelines.
• Perform ongoing knowledge base reviews to ensure articles remain current, applicable, and meet quality assurance standards.
• Investigate, diagnose, and document recurring problems; maintain known error knowledge bases and provide trend analysis for process improvement.
• Promote effective two-way communication to prevent future outages and ensure service requests are properly documented.
• Collaborate cross-functionally with strong analytical skills and attention to detail to drive continuous service improvement initiatives

Requirements:

• US Citizen; Able to obtain public trust clearance
• Experience working in a Service Desk or ITSM support role.
• Familiarity with ServiceNow ITSM or a comparable ITSM platform.
• Basic understanding of ITSM processes (e.g., Incident, Request, Change).
• Ability to follow established procedures and work within approved change and approval processes.
• Strong written communication skills and attention to detail.
• Experience using Microsoft Excel and Microsoft 365 tools.
• ITIL Foundation certification or coursework.

Preferred Experience:

• ServiceNow Certified System Administrator (CSA) – entry level or in progress.
• Experience supporting Service Desk operations in a federal or regulated environment

• 15 PTO days
• 11 paid holidays
• Medical Insurance
• Dental Insurance 
• Vision Insurance 
• Short Term and Long Term Disability coverage with 100% premium support
• 401k Program with Bravium matching 100% of up to 4% of salary
• Training Program
• Employee Assistance Program
• Maternity Leave
• Paternity Leave
• Annual performance bonuses
• Referral bonus
• Flexible work arrangements
• Access to robust training and professional development program
• Employee Assistance Program (EAP) for mental health and wellness support