Senior Service Desk Analyst

This is a fully remote position, open to applicants in Arizona, +27 more states.

📋 Description

• Respond to, assess, and resolve service desk inquiries and calls for a large enterprise user community.

• Utilize Amazon Connect and Salesforce Service Cloud Voice to oversee contacts, cases, and call processes.

• Accurately document incidents and requests while escalating them according to established ITSM protocols.

• Achieve service-level objectives for response time, resolution, and customer satisfaction.

• Assist in creating knowledge base articles and enhancing support processes on an ongoing basis.

⛳️ Requirements

• A minimum of 2 years of full-time experience delivering ITSM technical support within a service desk for a large enterprise IT organization with at least 5,000 end users.

• At least 1 year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk platform.

• Valid ITIL certification (proof required such as a link or certificate copy).

• Capability to provide verifiable professional references for each relevant experience.

🏝️ Benefits

• Medical coverage

• Dental insurance

• Vision benefits

• 401(k) plan

• Paid time off