Blue Chip Talent
Service Desk Analyst
We’re 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, you’ll 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 you’ll 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; elevate 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 we’re looking for
Experience in a Service Desk, Help Desk, or IT Support environment with 3 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
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Technology, Information and Media
Benefits
Medical insurance
Vision insurance
401(k)
Detroit, MI $108,000.00 - $156,000.00 (3 weeks ago)
Detroit, MI $40,000.00 - $80,000.00 (3 weeks ago)
#J-18808-Ljbffr
What you’ll 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; elevate 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 we’re looking for
Experience in a Service Desk, Help Desk, or IT Support environment with 3 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
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries
Technology, Information and Media
Benefits
Medical insurance
Vision insurance
401(k)
Detroit, MI $108,000.00 - $156,000.00 (3 weeks ago)
Detroit, MI $40,000.00 - $80,000.00 (3 weeks ago)
#J-18808-Ljbffr