Service Desk Analyst

Title: Service Desk Analyst
Location: Detroit, MI (Hybrid/3 days in office T, W, Th)
Duration: 12 Months
Role Type: W2 contract engagement

Job Description
The Service Desk Analyst will serve as the first line of contact for IT-related issues during critical domestic hours. This role is responsible for providing prompt, first-contact resolution for password resets, basic application troubleshooting, and general IT inquiries while ensuring that tickets are accurately logged, categorized, and escalated when necessary. The ideal candidate is a proactive problem solver with excellent communication skills, capable of working within a dynamic, multi-tiered support environment alongside offshore colleagues.

Key Responsibilities

• First-Contact Resolution: Address password resets, basic application issues, and general IT inquiries quickly and effectively.
• Utilize the designated incident/request/problem ticketing system to log and categorize issues, ensuring accuracy and timeliness.
• Identify issues that require additional expertise and escalate tickets to L2 or L3 support teams per defined procedures.
• Consistently meet or exceed service level agreements (SLAs) and performance metrics such as average speed to answer and first-call resolution rates.
• Coordinate with offshore teams (based in Manila) to ensure seamless coverage, especially during peak or critical hours.
• Maintain detailed records of incidents and resolutions, and contribute to the continuous improvement of troubleshooting processes and knowledge base articles.

Qualifications

• High school diploma or equivalent; technical certifications (e.g., CompTIA A ) are a plus.
• 1 2 years of experience in IT support or a service desk environment preferred.
• Strong interpersonal and communication skills, with a customer-first attitude.
• Basic technical troubleshooting skills and familiarity with IT applications and service desk ticketing systems.
• Ability to work standard business hours (7:00 AM 5:00 PM EST) and support critical escalation periods.
• Detail-oriented, with strong organizational skills and the ability to multitask in a fast-paced environment.

*Beware of scams. S3 never asks for money during its onboarding process

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