Senior Service Desk Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

Arizona + 27 moreAll locations: Arizona | California | Colorado | Connecticut | Florida | Idaho | Illinois | Iowa | Kansas | Nevada | New Hampshire | New Jersey | New York | North Carolina | Ohio | Oklahoma | Oregon | Maryland | Massachusetts | Michigan | Minnesota | Missouri | Pennsylvania | Tennessee | Texas | Virginia | Washington | Wisconsin

Posted

4 days ago

Salary

$35 - $50 / hour

Seniority

Senior

Bachelor Degree2 yrs expEnglishCloudITSM

Job Description

Senior Service Desk Analyst

FormativGroup

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base • Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows • Document incidents and requests accurately; escalate per defined ITSM procedures • Meet service-level targets for response, resolution, and customer satisfaction • Contribute to knowledge base articles and continuous improvement of support processes

Job Requirements

  • 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users
  • 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool
  • Current ITIL certification (validation link or certificate copy required)
  • Ability to provide verifiable professional references for each qualifying experience

Benefits

  • medical
  • dental
  • vision
  • 401(k)
  • paid time off

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