Service Desk Analyst - TEKsystems

Key Responsibilities

• Respond to and resolve user incidents and service requests via ServiceNow, ensuring timely resolution and customer satisfaction.
• Diagnose and troubleshoot Windows desktop, laptop, and peripheral issues, including network connectivity and software installations.
• Manage Active Directory accounts, group memberships, and permissions, performing user provisioning and de‑provisioning tasks.
• Escalate complex problems to senior support staff or specialized teams, documenting root causes and resolution steps.
• Maintain accurate knowledge base articles and contribute to continuous improvement of support processes.

Requirements

• 1+ year of experience in a service desk or help desk role, preferably in a corporate environment.
• Strong knowledge of Windows operating systems, Active Directory, and common office applications.
• Experience with ticketing systems, ideally ServiceNow, and familiarity with ITIL best practices.
• Excellent verbal and written communication skills, with a customer‑focused attitude.
• Ability to work independently and collaboratively in a fast‑paced, evolving support team.