Senior Service Desk Analyst

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Overview

This seasonal 6‑month role supervises the Service Desk staff, ensuring end users receive timely assistance. The Service Desk Supervisor manages identification, prioritization, and resolution of help requests, coordinates procedures, monitors tracking, and provides problem‑resolution trends to leadership.

Key details

• Seasonal 6‑month role
• Closing shift needed
• Expected in office 3 days a week

Responsibilities

• Establish and enforce Service Desk service level agreements with end users.
• Analyze Service Desk activity performance, identify problem areas, devise and deliver solutions.
• Assist in hiring, training, and preparing Service Desk technicians.
• Manage incoming contacts, ensuring courteous, timely resolution.
• Enforce request handling and escalation policies.
• Monitor and test fixes to ensure adequate problem resolution.
• Prepare reports, analyze data, assist management in goal determination.
• Assess need for system reconfigurations and make recommendations.
• Oversee development, implementation, and administration of staff training procedures and policies.
• Perform quality analysis of technician calls, chats, and ticket documentation weekly, provide feedback.

Qualifications

• Onsite full days, 3 days a week.
• Progressive experience supervising a technical support team.
• Track record of developing and providing Service Level Agreements and deliverables.
• Strong relationship management, performance management, and motivational skills.
• Excellent written and oral communication and interpersonal skills.
• Strong documentation skills, research abilities, and analytical problem‑solving.
• Ability to prioritize and execute tasks in a high‑pressure environment.
• Exceptional customer service orientation and team collaboration.

Formal education

• 3 years of experience in a related field.

Compensation and benefits are competitive and include a base pay range, cash bonus, equity rewards, and benefits in accordance with Intuit’s plans and programs. Intuit conducts regular comparisons across categories of ethnicity and gender to drive ongoing fair pay.