• Service Desk Analyst

    Insight Global (Cary, NC)


    Job Description

    The Service Desk Analyst is responsible for resolving IT service requests and incidents reported by end users within the organization, across two commercial office locations and remotely. Analysts ensure timely and effective resolution of user issues and maintain a high standard of customer satisfaction

     

    • Tier 1 Support:

     

    o Manage user access requests (e.g., account provisioning, deactivation, license assignments).

     

    o Classify, prioritize, and escalate tickets appropriately to Tier 2.

     

    o Address general IT issues, perform password resets, and respond to basic end-user inquiries.

     

    • Tier 2 Support:

     

    o Resolve application-related bugs and fixes.

     

    o Execute service and enhancement requests.

     

    o Support problem management and root cause analysis.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

     

    Proven experience in IT helpdesk support (Tier 1 or Tier 2).

     

    • Familiarity with ITSM tools, preferably ServiceNow.

    • Basic understanding of Microsoft Windows, Office 365, remote support tools, and enterprise applications.

    • Experience with hardware troubleshooting and peripheral setup (printers, monitors, conferencing tools).

    • Strong problem-solving skills and logical thinking.