Help Desk Analyst Job at Blue Chip Talent, Auburn Hills, MI

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  • Blue Chip Talent
  • Auburn Hills, MI

Job Description

We’re looking for a Service Desk Analyst to support our user community by documenting, triaging, and resolving IT service requests that come in through phone, email, and online channels. In this role, you’ll be a key point of contact for end users and will coordinate assignment and follow-through with appropriate IT teams to ensure timely, effective resolution and a great customer experience.

What you’ll do

  • Serve as the first point of contact for IT support requests received via phone, email, and online ticketing
  • Document incidents and service requests clearly and completely in the ticketing system
  • Troubleshoot and resolve common issues; escalate appropriately when needed
  • Coordinate assignment of requests to the correct IT staff or resolver groups
  • Track ticket progress and ensure timely updates, communication, and closure
  • Follow defined IT Service Management (ITSM)/ITIL processes for incident, request, and escalation handling
  • Contribute to improved support by identifying patterns, recommending solutions, and supporting knowledge documentation

What we’re looking for

  • Experience in a Service Desk, Help Desk, or IT Support environment with 4 years of experience
  • Experience using ServiceNow
  • Strong customer service mindset with excellent written and verbal communication
  • Ability to prioritize, manage multiple tickets, and work effectively under deadlines
  • Comfort working with ticketing workflows and documenting steps/results
  • Strong troubleshooting skills and ability to partner across IT teams

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