Service Delivery Analyst
Listed on 2026-01-23
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IT/Tech
HelpDesk/Support, Technical Support
Focus IT Group (Focus IT) specializes in delivering strategic, customized IT solutions for legal, financial, and professional services businesses. We help small and medium-sized businesses streamline operations, improve compliance, and strengthen IT systems. Services include IT safeguard audits, network planning, data protection, cloud computing conversions, and more.
Job SummaryWe are seeking a full‑time Service Delivery Analyst to join our team on‑site in New York, NY. The Service Delivery Analyst serves as the first point of contact for incoming service requests and ensures efficient ticket triage and assignment. This role is critical in maintaining smooth operations within the service desk by monitoring queues, managing traffic, and supporting field technicians’ scheduling.
Role DescriptionThe Service Delivery Analyst serves as the first point of contact for incoming service requests and ensures efficient ticket triage and assignment. This role is critical in maintaining smooth operations within the service desk by monitoring queues, managing traffic, and supporting field technicians’ scheduling.
Responsibilities- Act as the first touch for all unassigned tickets; gather relevant information and clarify details.
- Triage service desk requests and ensure proper categorization and labeling before reassignment.
- Prioritize, assign, and escalate tickets based on issue severity and client VIP status.
- Resolve Level 1 service requests, like password resets and email group/distribution list creation.
- Monitor service desk queues for stale, lost, or forgotten items to maintain SLA compliance.
- Manage traffic and reassignment of incoming requests to appropriate teams or technicians.
- Monitor field technician schedules to ensure efficient resource‑to‑ticket allocation.
- Answer incoming service desk phone calls and provide initial support or escalation.
- In‑office operations assistance: supply ordering, shipping & receiving.
- Strong skills in IT Service Delivery and Service Delivery frameworks
- Proven ability to perform data analysis and problem‑solving with excellent Analytical Skills
- Exceptional Communication skills to effectively interact with both technical teams and clients
- Demonstrated proficiency in Customer Service to address and resolve client issues efficiently
- A strong understanding of IT infrastructure and cybersecurity principles is highly beneficial
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