IT Service Desk Analyst

Job Summary We are seeking an experienced IT Service Desk Analyst - Endpoint & Workplace Services to act as the Single Point of Contact (SPOC) for end-to-end ownership of user incidents and service requests. The role focuses on delivering high-quality support across endpoint, mobility, and workplace services, while ensuring timely resolution, clear communication, and adherence to ITIL and ITSM best practices using ServiceNow. Key Responsibilities Serve as the primary SPOC for all user-reported incidents and service requests, providing end-to-end ownership from logging through resolution and closure in ServiceNow. Log, categorize, prioritize, track, and resolve incidents and service requests in accordance with defined SLAs. Provide Windows 11 upgrade support, including user assistance, issue resolution, and escalation as required. Fulfill assigned Service Requests and work items related to Endpoint Services and Mobility Services. Support incident and request management for all end-user devices, including desktops, laptops, mobile devices, and other form factors. Participate in and support Major Incident calls for Workplace Services, ensuring effective communication and coordination. Communicate clearly with users and stakeholders during incident response, providing status updates, progress notifications, and workarounds. Enable and promote self-service capabilities for common service requests through the Service Desk. Process ServiceNow requests such as internet trusted site requests, VDI-related tasks, and other endpoint service requests. Maintain accurate documentation, ticket notes, and reports to support operational visibility and continuous improvement. Follow ITIL best practices for Incident Management, Request Fulfillment, and Problem escalation. Required Skills & Qualifications Proven experience in an IT Service Desk or IT Support role in an enterprise environment. Strong hands-on experience with ServiceNow ITSM (Incident, Request, and Knowledge modules). Experience supporting Windows OS (including Windows 11) and end-user endpoint devices. Knowledge of Incident Management, Request Fulfillment, and Major Incident processes. Excellent communication skills with the ability to interact with technical and non-technical users. Strong customer service mindset and ability to manage multiple tickets simultaneously. Ability to work effectively in a fast-paced, SLA-driven environment. Preferred / Nice-to-Have Skills Experience supporting VDI environments and mobility services. Familiarity with ITIL framework (ITIL certification is a plus). Experience with self-service portal enablement and knowledge article creation. Prior experience supporting large financial or enterprise organizations. Education

Created: 2026-03-04