Skills

Communication Jira ServiceNow Change Management Customer Service Organization

Job Specifications

Required Skills & Experience

• 3–5 years of experience in an IT support or service desk environment.

• Strong knowledge of incident management and problem management practices.

• Experience working with IT service management tools, including:

• ServiceNow

• Office 365

• TeamViewer (or similar remote support tools)

• JIRA (experience or willingness to learn, as the tool is being introduced to the service desk team)

• Solid understanding of Microsoft-based environments.

Nice to Have Skills & Experience

• Exceptional interpersonal and communication skills, with a strong focus on customer service.

• Highly personable and comfortable speaking with users and stakeholders at all levels.

• Strong sense of ownership and ability to work independently.

• Curious, passionate, and eager to learn, with a genuine interest in service desk and IT support work.

• Interest in long-term growth within the IT support function, including aspirations toward a team lead role.

• Values soft skills and service mindset as much as technical capability.

Job Description

The IT Service Desk Support Analyst provides frontline support for incidents and service requests, managing a high volume of tickets while maintaining strong user satisfaction. They apply incident, problem, and service management best practices to resolve issues efficiently and prevent recurring problems. The role includes supporting and improving IT processes such as onboarding, offboarding, and change management across the organization. The analyst works independently with business stakeholders, communicating clearly and professionally while delivering reliable technical support. They also collaborate with the IT support team to continuously improve service desk operations and contribute to the team’s long-term growth and maturity.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as short-term and long-term disability, life insurance and AD&D. Employees will also have access to a registered retirement savings account with employer matching. Employees in this role are also entitled to sick leave and/or other paid time off as provided by applicable law. If you are interested in this assignment and operate as an independent contractor, please reach out to us for more details.

About the Company

Insight Global is an international professional services and staffing company specializing in delivering talent and technical solutions to Fortune 1000 companies across the IT, Non-IT, Healthcare, and Engineering industries. Fueled by staffing and talent experts, Evergreen, our professional services brand, brings technical advisors and culture consultants to help customers tackle their biggest challenges. With over 70 locations across North America, Europe, and Asia, and global staffing capabilities in 50+ countries, our tea... Know more