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Service Desk Analyst

IT & IS | Greenwood Village, CO | Contract

Job Description

Service Desk Analyst 9263092

Service Desk Analyst is responsible for providing first/ second level admin and tech support for resolution or escalation of laptop and desktop hardware/software related problems and problems related to IP Telephony, Connectivity, Security, Servers, and Real time operations. Will serve as initial POC for technical problems and perform troubleshooting tasks, problem diagnosis, problem resolution or problem escalation. 


  • Provide first line investigation and diagnosis for incidents 
  • Resolves incidents/service requests as per service desk procedures & allocated timelines 
  • Escalates unresolved incidents/service requests within agreed timescales 
  • Logs relevant incident/service request details per help desk procedures 
  • Communicates with client regarding incident progress 
  • Ensures tickets are up to date until issues are resolved 
  • Completes assigned IT training roadmap 
  • Complies with QHSE and IT policies including continuous improvement initiatives 
  • Liaises with clients, IT support groups and 3rd party providers 
  • Evaluate resolutions and analyzes trends to prevent future problems 
  • Updates the Knowledge Base with known problems/fixesGlobal Service Desk Analysts 
  • Provides front line support for customers by answering calls, emails and web requests, and entering the issues into a ticketing system 
  • Records Client information including name, segment, contact information, and nature of problem or issue 
  • Provides support including desktop applications, remote access printers, audio visual equipment, handheld devices and remote users 
  • Prioritizes and schedules tasks. Escalate problems accordingly 
  • Performs post-resolution follow-up 
  • Provides first/second level support for Connectivity/Server/Real-time incidents 
  • Provides second level support for Secure Gateway/ XCAP/ PKI/Virus block-unblock 
  • Develops basic knowledge in Networking and Network Security 
  • Use companie's Network/Server Management tools to respond to events triggered by service levels agreed by the customers. 
  • Arranges and coordinates hardware replacement for faulty devices 
  • Conducts training between field, sales, clients and coworkers 
  • Provides complete daily turnover, including pending tickets, resource outages and personnel issues 
  • Contributes to annual review of all InterACT procedures 
  • Performs Quality Control audits on the application of permissions 
  • Completes InterACT administrative tasks and service desk monitoring 


  • Fluent in English. 
  • Ability to communicate in regional languages is an asset 
  • Exceptional Customer Service Skills 
  • Established Troubleshooting Skills 
  • Multi-task oriented 
  • Exceptional interpersonal skills with the ability to communicate effectively, both written and verbal -Understanding of customer satisfaction principles and practices 
  • Experience working in a team-oriented, collaborative environment 
  • Ability to handle stress and work under pressure 
  • Self-motivated and self-discipline to work in a fast paced environment 
  • Ability to absorb and retain information quickly 
  • Ability to react well with changes 
  • Good organizational and time management skills 
  • Good analytical and problem solving skills 
  • Ability to understand a wide variety of documentation 
  • Proactive and willing to go the extra mile 
  • Accredited certification, diploma or degree in an IT related field
  • MCDST, MCSA, MCSE, CCNA and/or A+ certifications would be an asset 
  • Broad knowledge of Microsoft operating systems, office applications, email, PC and laptop hardware including printers 
  • Experience in answering helpdesk calls and troubleshooting over the phone or using remote tools 
  • Experience with ITSM tools and processes 
  • Experience with formal helpdesk ticketing system and related processes 
  • Basic experience in an IT service delivery role 
  • Experience working in a large customer-focused environment a plus 
  • ITIL awareness/certification preferred 
  • Experience with IT Service Management comp    

Hours: 7:00pm to 7:00am

$20/h                       Greenwood Village CO 80111                  3 month contract