IT Service Desk Analyst

Job Summary

We are seeking an experienced IT Service Desk Analyst – Endpoint & Workplace Services to act as the Single Point of Contact (SPOC) for end-to-end ownership of user incidents and service requests. The role focuses on delivering high-quality support across endpoint, mobility, and workplace services, while ensuring timely resolution, clear communication, and adherence to ITIL and ITSM best practices using ServiceNow.

Key Responsibilities

• Serve as the primary SPOC for all user-reported incidents and service requests, providing end-to-end ownership from logging through resolution and closure in ServiceNow.

• Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with defined SLAs.

• Provide Windows 11 upgrade support, including user assistance, issue resolution, and escalation as required.

• Fulfill assigned Service Requests and work items related to Endpoint Services and Mobility Services.

• Support incident and request management for all end-user devices, including desktops, laptops, mobile devices, and other form factors.

• Participate in and support Major Incident calls for Workplace Services, ensuring effective communication and coordination.

• Communicate clearly with users and stakeholders during incident response, providing status updates, progress notifications, and workarounds.

• Enable and promote self-service capabilities for common service requests through the Service Desk.

• Process ServiceNow requests such as internet trusted site requests, VDI-related tasks, and other endpoint service requests.

• Maintain accurate documentation, ticket notes, and reports to support operational visibility and continuous improvement.

• Follow ITIL best practices for Incident Management, Request Fulfillment, and Problem escalation.

Required Skills & Qualifications

• Proven experience in an IT Service Desk or IT Support role in an enterprise environment.

• Strong hands-on experience with ServiceNow ITSM (Incident, Request, and Knowledge modules).

• Experience supporting Windows OS (including Windows 11) and end-user endpoint devices.

• Knowledge of Incident Management, Request Fulfillment, and Major Incident processes.

• Excellent communication skills with the ability to interact with technical and non-technical users.

• Strong customer service mindset and ability to manage multiple tickets simultaneously.

• Ability to work effectively in a fast-paced, SLA-driven environment.

Preferred / Nice-to-Have Skills

• Experience supporting VDI environments and mobility services.

• Familiarity with ITIL framework (ITIL certification is a plus).

• Experience with self-service portal enablement and knowledge article creation.

• Prior experience supporting large financial or enterprise organizations.

Education