IT Service Desk Analyst

Job#: 3044018

Job Description:

Our great client in Downtown Milwaukee has an immediate opening for a IT Service Desk Analyst. If you are interested please apply with resume to .

Service Desk Analyst

**Open to varying levels: Entry, Mid, Senior

Role Responsibilities:

The Service Desk Analyst serves as the front door to IT, accountable for delivering a consistent, professional, and customer-centered support experience. This role ensures accurate intake, effective triage, disciplined documentation, and timely communication to minimize business disruption and strengthen trust in IT services.

The Service Desk Analyst reinforces structured service execution by resolving issues at first contact when possible, coordinating fulfillment of standard service requests, and ensuring precise escalation to appropriate technical teams when required. Through disciplined ticket handling, knowledge capture, and demand insight, this role strengthens operational visibility and contributes to continuous service improvement.

Key Responsibilities:

Serve as the single point of contact for IT incidents and service requests, ensuring professional and consistent customer engagement.

Accurately document, categorize, prioritize, and route incidents and requests in alignment with defined service standards.

Resolve incidents at first contact whenever possible, leveraging knowledge resources and established troubleshooting procedures.

Coordinate timely fulfillment of standard service requests while maintaining clear and proactive communication with customers.

Ensure disciplined escalation to appropriate technical teams with complete and accurate context to prevent rework or delays.

Maintain knowledge articles and contribute to knowledge capture to improve first-contact resolution and resolution speed.

Assist with triage and coordination of major incident activities

Monitor personal queue performance to meet defined response time, resolution, and SLA expectations.

Provide clear, timely, and transparent communication during priority incidents.

Identify recurring demand patterns, customer friction points, and improvement opportunities and elevate insights to Service Owners.

Reinforce adherence to defined incident, request, and communication standards to sustain service quality and accountability.

Qualifications:

Preferred Knowledge:

Knowledge of business, products, and technologies

Knowledge of platforms like ServiceNow for managing incidents and requests

Knowledge of end user support tools like BeyondTrust

Required Skills:

Strong communication skills, verbal and written

Strong customer service skills

Critical thinking and problem-solving skills

Desire to continuously learn and stay current with IT technologies that support end users

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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