Service Desk Analyst


Islandia, NY

Industry: Technology


5 - 7 years

Posted 38 days ago

  by    Shawn Paprocki

Towne & Locke is seeking an experienced Service Desk Analyst to join our client's growing team in Islandia, NY. This position offers a very competitive salary plus bonus, full insurance benefits, 401K, paid time off etc.

The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL.


  • Receive/log customer Incidents & Service Requests received by phone, email or self service
  • Accurately classify, prioritize, and record Incident. Record details into the ticketing system
  • Provide first contact resolution when possible
  • Assist with dispatch functions and routing of tickets to field techs
  • Route tickets to tier-2 resolvers when necessary
  • Track and communicate with the customer throughout ticket lifecycle
  • Ticket closing upon customer consent

Technical Requirements:

  • Use of remotesupport tools for diagnosis and resolution
  • Break/fix for Mac OS, Win 7/Win 8/Win10
  • Break/fix for PC, laptop, Mac, iPad, iPhone, Blackberry, android, printers
  • Break/fix for desktop and mobile device applications:
  • MS Office Software
  • O365 experience
  • Adobe CS Suite
  • VMware
  • Web browsers IE /Mozilla/Safari/Chrome
  • Password reset and AD unlocks
  • Layer 1 networking troubleshooting skills
  • AS400 experience a plus
  • Citrix Experience
  • Writing resolutions and processes and contributing to internal knowledge-base
  • Continual Service Improvement for Service Desk function
  • Other tasks assigned by management.
  • Knowledge of the ITIL framework and lifecycle


  • Maintains cooperative working relationships with staff members; a good team player
  • Customer focused with an understanding of business impacts
  • Detail oriented and organized
  • Outstanding oral communication skills
  • Ability to take and provide direction
  • Good troubleshooting and customer service skills
  • Familiar with IT Service Management concepts, practices, and procedures
  • 4+ years Service Desk experience
  • Strong customer service skills
  • Technical Certifications: CompTIA, A+, MSCE a plus

Towne & Locke is an equal opportunity employer. We evaluate all applicants without unlawful consideration of race, color, age, religion, gender, marital status, disability, veteran status or any other characteristic protected by applicable law.