ServiceDesk Analyst

Insight Global is seeking a Service Desk Analyst to join a higher education client in Pittsburgh. Responsible for gathering information through various interactions, logging interactions in the ticket system, and provide first level support for all college u . Escalates unresolved requests.

Other responsibilities include
- • Receives Service Desk requests via voice, email, chat, voice mail, and self-service.

• Utilizes enterprise level tracking software to create, assign and monitor Service Desk tickets, service requests and major incidents according to established standards.

• Provides technical assistance and instruction to students, faculty, administrators and staff for college business related software and academic related software.

• Participate in regular reviews of tickets and service requests to assure quality standards. Assist in the creation and maintenance of Service Desk standard procedures, subject protocols, and knowledge base for customers and ITS staff

• Create documentation to increase knowledge sharing and document issues/ solutions in a complete, concise manner for use in knowledgebase system.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to  learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Required Skills & Experience

• 1+ years' experience in an IT related field
o Customer facing IT (Geeksquad)

• 2+ years of customer service experience

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.