Service Desk Specialist - Extended Hours Support (Overnights)

The Service Desk Specialist (Extended Hours) 12:30am- 8:30am provides critical after-hours IT support for the organization, serving as the primary point of contact during overnight operations. This role requires a high level of independence, strong troubleshooting skills, and sound judgment to resolve incidents, manage escalations, and maintain service continuity with limited on-site leadership. The specialist supports users across multiple channels, adheres to established SLAs, participates in shift-left initiatives, and performs approved User Access Management (UAM) activities while ensuring security, compliance, and documentation standards are met., Overnight Service Desk Support

• Serve as the first point of contact for IT support during overnight hours
• Provide support via phone, live chat, and self-service ticket submissions
• Independently manage incoming incidents and service requests with minimal supervision
• Prioritize issues based on business impact, urgency, and SLA requirements
• Hours 12AM-8:30AM

Incident & Request Management

• Diagnose, troubleshoot, and resolve hardware, software, application, and access-related issues
• Accurately log, categorize, prioritize, and document all tickets in the ITSM system
• Ensure tickets include clear problem descriptions, troubleshooting steps, and resolution details
• Escalate incidents appropriately when issues exceed authorization, scope, or skill level

Escalation & After-Hours Judgment

• Act as a frontline escalation point during overnight hours
• Identify and initiate escalation for high-impact or critical incidents
• Engage on-call technical teams, vendors, or incident management resources as required
• Provide timely and professional status updates until resolution or handoff to the next shift
• Perform detailed shift handoffs to ensure continuity across support teams

ShiftLeft & Knowledge Utilization

• Resolve incidents and service requests using approved Knowledge Base (KB) articles
• Support shift-left objectives by handling eligible requests at first contact
• Identify recurring overnight issues suitable for:

• Knowledge article creation or improvement
• Process refinement
• Automation or self-service

• Provide feedback to leadership on overnight trends and improvement opportunities

User Access Management (UAM) Support

• Perform approved baseline UAM activities, including:

• Identity verification and user validation per policy
• Password resets and account unlock
• Execution of approved access requests using documented workflows

• Ensure all access-related actions align with least privilege principles, approvals, and audit requirements
• Escalate exceptions or non-standard requests to IAM, Security, or application owner teams
• Maintain precise documentation to support security and compliance reviews

Customer Service & Communication

• Deliver professional, calm, and effective support in a lowstaffed, highimpact overnight environment
• Clearly communicate technical information to non-technical users
• Manage user expectations during incidents and outages with transparency and empathy
• Maintain a customer-focused mindset while balancing security and policy enforcement

Operational & Compliance Discipline

• Adhere to ITIL-aligned processes, SOPs, and escalation guidelines
• Meet or exceed defined SLA and quality standards
• Follow all security, access, and data handling policies
• Support audit and compliance activities through accurate documentation and ticket hygiene, Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions.

• 2+ years of experience in IT support, Service Desk, or Help Desk environments
• Ability to work overnight shifts, including weekends and holidays as scheduled
• Strong independent troubleshooting and decisionmaking abilities
• Working knowledge of ITIL principles and service management concepts
• Excellent verbal and written communication skills
• Proven ability to operate effectively with limited supervision
• Experience using ITSM/ticketing systems (e.g., ServiceNow), * Experience supporting 24x7 or overnight operations
• Familiarity with User Access Management (UAM) or identity-related support
• Knowledge of shift-left or Knowledge-Centered Service (KCS) models
• Experience supporting financial, regulated, or security-conscious environments
• Certifications such as:

• CompTIA A+, Network+, or Security+
• ITIL Foundation
• Microsoft certifications

Core Competencies

• Independent problem-solving
• Sound judgment under pressure
• Strong documentation discipline
• Accountability and ownership
• Customer-first mindset
• Clear communication
• Adaptability during incidents

PLEASE NOTE:

Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program-including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Shared Services Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.