Help Desk Analyst (Auburn Hills)

Were looking for a Service Desk Analyst to support our user community by documenting, triaging, and resolving IT service requests that come in through phone, email, and online channels. In this role, youll be a key point of contact for end users and will coordinate assignment and follow-through with appropriate IT teams to ensure timely, effective resolution and a great customer experience. What youll do Serve as the first point of contact for IT support requests received via phone, email, and online ticketing Document incidents and service requests clearly and completely in the ticketing system Troubleshoot and resolve common issues; escalate appropriately when needed Coordinate assignment of requests to the correct IT staff or resolver groups Track ticket progress and ensure timely updates, communication, and closure Follow defined IT Service Management (ITSM)/ITIL processes for incident, request, and escalation handling Contribute to improved support by identifying patterns, recommending solutions, and supporting knowledge documentation What were looking for Experience in a Service Desk, Help Desk, or IT Support environment with 4 years of experience Experience using ServiceNow Strong customer service mindset with excellent written and verbal communication Ability to prioritize, manage multiple tickets, and work effectively under deadlines Comfort working with ticketing workflows and documenting steps/results Strong troubleshooting skills and ability to partner across IT teams