Service Desk Analyst

What You’ll Bring to the Table

• Strong customer service mindset with excellent verbal and written communication skills.
• Ability to prioritize competing activities and perform effectively in a fast-paced support environment.
• Experience working with ticketing, case management, or IT service management platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze information, assess priorities, and make sound decisions under pressure.
• Demonstrated ability to work collaboratively across multiple teams and stakeholders.
• Experience managing customer communications and expectations throughout a support engagement.
• Understanding of service desk operations, incident management, request fulfillment, and escalation processes.
• Minimum of 2-3 years of customer service, service desk, technical support, or IT operations experience.
• ITIL Foundation certification is considered an asset.
• Experience with ServiceNow is required.
• College education, or equivalent experience in an IT service desk environment.
• Basic IT troubleshooting skills, with the ability to diagnose common hardware, software, and connectivity issues.
• Working knowledge of MS Windows and MS Office in addition to IT service management platforms.
• Ability to adhere to defined processes and procedures, suggest improvements, and work within established project methodologies.
• Availability to work rotational shifts in a 24x7 operation.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best.

We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note

This is not an all-encompassing list and should not be used as a complete description of the plan’s benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for allIf you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know.

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe. Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)—a

collaborative ecosystem featuring state-of-the-art hardware and software—WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities. With more than 14,000 team members and over 60 locations globally, WWT's culture—grounded in core values and leadership philosophies—has been recognized by Fortune® and Great Place to Work

for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

As a Service Desk Analyst, you will be the first point of contact for customers seeking assistance from our Managed Services organization. You will play a critical role in creating an exceptional customer experience by ensuring support requests are properly assessed, documented, triaged, and routed for resolution.

You will help customers navigate incidents, service requests, and support inquiries while working closely with technical teams to ensure timely resolution and ongoing communication. Your ability to coordinate support activities, maintain service quality, and provide an outstanding customer experience will directly contribute to customer satisfaction and operational success.

The Service Desk acts as the central hub through which all calls, incidents, requests, and other records enter the Operations Center and Managed Services, covering both client-facing and internal tickets. A key part of the role is keeping users informed of their ticket's status and progress at predetermined intervals throughout its lifecycle, with coverage provided 24 hours a day, 7 days a week across multiple shifts.

About the Team

This role operates within a collaborative environment that brings together teams across World Wide Technology (WWT). Through this partnership, team members support customers by delivering exceptional service experiences, leveraging shared expertise, and working alongside technical professionals across multiple disciplines. As part of the Service Desk team, you will play a key role in connecting customers with the right resources, coordinating support activities, and helping ensure a seamless support experience.

This role sits within the Advanced Technology Solutions business group, supporting multiple clients at once and drawing on a growing knowledge of each client's products and environment to resolve requests on first contact.

What You’ll Do

• Serve as the first point of contact for inbound customer incidents, service requests, and support inquiries received through phone, email, and support portals.
• Create, document, and maintain accurate support records to ensure complete case visibility throughout the support lifecycle.
• Review incoming requests and determine the appropriate priority, impact, urgency, and assignment path.
• Validate customer support entitlements, service eligibility, and request scope based on defined service offerings.
• Perform initial triage and gather relevant business and technical information to support efficient resolution.
• Route incidents, requests, and escalations to the appropriate support teams while ensuring all required information is captured.
• Monitor and manage ticket queues to ensure service level agreements (SLAs) and response targets are met.
• Proactively manage aged, stalled, or at-risk tickets through follow-up, reassignment, and escalation activities.
• Provide timely customer updates and communicate status, next steps, and resolution expectations.
• Participate in quality assurance reviews and contribute to the continuous improvement of support processes and customer experience.
• Identify recurring issues and support problem management initiatives by recognizing trends and escalating opportunities for improvement.
• Collaborate with support engineers, operations teams, and service delivery teams to ensure seamless customer support.
• Provide clients with problem reference and request numbers and log all troubleshooting and resolution steps directly in the ticket.
• Document resolutions and contribute updates to self-help and knowledge base content to support first-contact resolution.
• Assist with cross-training teammates and share quick fixes to build team-wide troubleshooting knowledge.
• Resolve customer issues via telephone, email, chat, and web sessions, maintaining a working knowledge of data and voice network concepts.