Service Desk Analyst

Service Desk Analyst

St. Louis, MO(Remote but local preferred)

TRAVEL IS needed

Provides frontline technical support and 30-day hypercare coverage for users at newly integrated sites, resolving incidents and escalating issues per defined SLAs.

Reports to: Service Desk Lead / Project Lead

Key Responsibilities

• Provide onsite and/or remote hypercare support for the 30 days following each integration go-live
• Log, triage, and resolve incidents and service requests in ServiceNow
• Escalate unresolved issues to the appropriate technical workstream (network, desktop, IAM, collaboration)
• Support new-user onboarding activities alongside the onboarding team
• Track and report common issue trends during hypercare to inform future integrations
• Maintain accurate ticket documentation and knowledge base articles

Required Qualifications

• 1-3 years experience in a service desk or technical support role
• Working knowledge of Windows/macOS, M365, and common enterprise applications
• Experience with ServiceNow or similar ITSM ticketing tools
• Strong customer service and communication skills

Preferred Qualifications

• Experience supporting go-lives or large-scale onboarding events
• ITIL Foundation certification