The Service Desk Analyst provides technical support to customers (i.e faculty, staff and students) with various issues (e.g., accounts, outages, telephony, procedures, etc.) to maintain customer functionality and satisfaction. They'll respond to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs/SIAs) to resolve issues and assign tickets to IT resources. They recognize patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages. Within the first 6 months the Service Desk will be evaluated on the amount of calls they answer, positive surveys, and attendance!

Performance Metrics
First Call Resolution
Ticket Logging
Request Fulfillment
Knowledge Centered Support
Major Incident Communication
Customer Satisfaction

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience
- 3-5 years of experience in a Service Desk/Desktop Support Role
- Experience handling major incidents over the phone, chat, and working through tickets
- Password resets, unlocking accounts, phone issues
- Customer Service skills (phone presence, friendly personality, etc.)
- Escalating major issues to Tier 2

Nice to Have Skills & Experience
- ServiceNow experience
- ITIL
- Working for a university environment

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.