Senior Service Desk Analyst

Responsibilities:

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base.
• Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows.
• Document incidents and requests accurately; escalate per defined ITSM procedures.

Qualifications:

• 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users.
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool.
• Current ITIL certification (validation link or certificate copy required).

Location:

• This role is a remote role. Candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC.