IT Service Desk Systems Analyst
Summary
Supports and administers the company's IT service desk, documenting the existing Ivanti Service Desk environment (CMDB, workflows, data imports) and helping plan the migration to Ivanti Neurons in 2025. Day-to-day work covers advanced troubleshooting, ticket logging and tracking, user training, reporting, documentation, and vendor coordination.
IT Service Desk Systems Analyst needs 3 years experience
IT Service Desk Systems Analyst requires:
Some programming or software/OS administration skills
Ivanti Service Desk
Ivanti Neurons
Project management
System administration
Exposure to business requirements gathering/translation to technical requirements
Degree not required if experience is met.
ITIL Foundation certification is preferred. - CompTIA A+, Network+, or similar certifications are a plus.
IT Service Desk Systems Analyst duties:
Maintain detailed documentation of service desk operations, issues, and resolutions.
Generate regular reports on service desk performance, user satisfaction, and system health.
Develop and update technical documentation, user guides, and FAQs.
Lead and participate in a major system upgrade to a cloud solution.
Coordinate with vendors and third-party service providers for system maintenance and support.
Ensure project milestones and deadlines are met.
Act as a point of contact for users experiencing technical difficulties.
Ensure all support requests are logged, tracked, and resolved in a timely manner.
Provide training and guidance to users on system use and best practices.
Documenting current Ivanti Service Desk environment to include CMDB, workflows, data imports, etc in preparation for migration to new Ivanti platform in early 2025.
Formulate, with guidance, plans for implementing similar functionality in the new Ivanti Neurons system in 2025
Provide advanced troubleshooting and technical support for hardware, software, and network issues.
Assist in the diagnosis and resolution of complex technical problems.
Escalate issues to appropriate internal or external resources as necessary.