Service Desk Support Analyst

Job description:

Service Desk Integration Liaison

Serves as the primary Service Desk liaison for district departments during new software implementations, process changes, and system enhancements. This role ensures the Service Desk is operationally prepared prior to go-live and that support models, escalation paths, and resolution workflows are clearly defined and documented, fostering strategic partnership districtwide.

Key Responsibilities 

• Act as the designated Service Desk representative for all district technology implementations and major process changes.
• Partner with instructional, operational, and administrative departments to define how the Service Desk will support new systems and processes.
• Document service desk support models, call handling procedures, and escalation paths prior to go-live.
• Participate in implementation walkthroughs, readiness reviews, and final validation meetings.
• Identify support risks, gaps, or unresolved dependencies and escalate appropriately before deployment.
• Ensure service desk readiness documentation is completed and approved prior to production release.
• Collaborate closely with Knowledge & Ticket Systems Lead to ensure readiness artifacts translate into actionable workflows.
• Serve as an escalation point for implementation-related service desk issues during early stabilization periods.
• Receives and Supports Incoming Service Calls
• Work in partnership with the Division of Governance, helping align IT strategy where possible throughout all IT entities.

Key Skills & Qualifications

• Strong experience in IT service support, or enterprise support operations
• Excellent stakeholder communication and facilitation skills
• Ability to translate technical and process changes into operational support requirements

Additional Requirements

Experience

• Minimum of 3–5 years of experience in IT support, Service Desk operations, project coordination, or enterprise systems support.
• Familiarity with K–12 educational environments, public sector operations, or large enterprise environments is highly desirable.

Technical Requirements

• Working knowledge of IT Service Management (ITSM) frameworks such as ITIL.
• Experience with ticketing and workflow management platforms (e.g., ServiceNow, IIQ, Jira Service Management, or equivalent).
• Ability to create and maintain process documentation, workflows, knowledge articles, and operational readiness materials.
• Understanding of escalation management, incident management, and service transition processes.
• Proficiency with Microsoft Office Suite and collaboration platforms such as Microsoft Teams and SharePoint.

Core Competencies

• Strong analytical and problem-solving skills with the ability to assess operational impacts and support readiness.
• Demonstrated ability to manage multiple projects, priorities, and deadlines in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to work collaboratively across technical and non-technical teams.
• Excellent verbal and written communication skills, including presentation and documentation development.
• Ability to exercise sound judgment, professionalism, and discretion when handling sensitive information.
• Customer-focused mindset with a commitment to continuous service improvement.

Operational Expectations

• Must be able to maintain consistent communication and coordination across multiple departments and stakeholders.
• Expected to proactively identify operational risks and recommend mitigation strategies prior to deployment.
• Supports district initiatives and strategic technology goals through cross-functional collaboration and partnership.