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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Sr IT Service Desk Analyst - **Company:** Revel IT - **Location:** Columbus, OH, United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Adobe Creative Cloud, Microsoft Online Services, Business Software, Microsoft Office, Operational Data Store, Remote Access Technology, Software Deployment, Information Technology, Tools for Reporting, Cisco, Unified Endpoint Management - **Published:** June 2, 2026 - **Apply:** https://www.disabledperson.com/jobs/72804912-sr-it-service-desk-analyst ## About the Role * Bachelor's degree or reputable certifications in information technology or a related field, or equivalent hands-on experience in technical support roles. * 4-6 years of experience in IT service desk, deskside support, or similar technical support environments, including advanced escalation responsibilities. * Advanced experience supporting industry-standard software and technologies, including Microsoft Office, Adobe products, mobile platforms, remote access tools, and telephony systems. * Advanced analytical and problem-solving skills, with experience identifying trends, interpreting ticket data, and driving continuous improvement through automation, scripting, and reporting leveraging ITSM and analytics tools * CompTIA A+, Network+, Microsoft certifications, Cisco Certifications, or ITIL Foundation certification. * Exceptional customer service, communication, and interpersonal skills, with the ability to clearly explain complex technical issues to non-technical audiences and influence outcomes. * Demonstrate history of participation in major incident response. * Experience supporting a 24x7 operational environment or high-volume (Global Enterprise) service desk, with many remote based employees. ## Description * Serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents. * Independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center systems. * Perform deep technical troubleshooting, root cause analysis, and permanent solution implementation. * Support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required. * Be the authority in technical ticket quality to ensure robust documentation prior to escalation to other teams. Leadership & Mentorship * Provide mentoring, guidance, and on-the-job training to junior analysts to enhance technical capability and service consistency. * Act as a technical authority within the service desk, influencing best practices for troubleshooting, documentation, and service delivery. * Assist with onboarding new team members and conduct peer reviews of tickets to ensure quality and accuracy. * Model professionalism, accountability, and composure during high-volume periods, major incidents, or business-impacting events. * Demonstrate flexibility to support the team during peak demand, coverage gaps, and special event needs. Continuous Improvement & Operations * Develop, maintain, and enhance technical knowledge base content, SOPs, and internal documentation. * Analyze ticket trends and operational data to identify recurring issues and recommend process or technology improvements. * Contribute to operational reporting and service desk metrics to improve performance and customer experience. * Participate in major incident response, including coordination, communication, and after-action reviews. * Partner with infrastructure, network, application, and security teams to improve resolution at the service desk level. * Participate in service desk projects and operational initiatives (e.g., Kanban board optimization, process refinements). * Provide thought leadership for procedure and policy adjustments that improve KPIs and the customer service experience. Service Desk Excellence * Support 24x7x365 operational coverage through participation in rotating shifts. * Collaborate cross-functionally to resolve issues spanning multiple technical teams. * Demonstrate flexibility to support peak demand, vacation coverage, and unplanned absences while maintaining high standards of professionalism, customer service, and communication during all user interactions. ## Related Videos - [How Cisco embraced a DevOps culture within its network engineering team](https://www.wearedevelopers.com/videos/99-how-cisco-embraced-a-devops-culture-within-its-network-engineering-team) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Open Source: The Engine of Innovation in the Digital Age](https://www.wearedevelopers.com/videos/1103-open-source-the-engine-of-innovation-in-the-digital-age) - [Computer Vision from the Edge to the Cloud done easy](https://www.wearedevelopers.com/videos/263-computer-vision-from-the-edge-to-the-cloud-done-easy) - [The Future of Open Source](https://www.wearedevelopers.com/videos/1124-the-future-of-open-source) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [React Developer Salary [2023]](https://www.wearedevelopers.com/magazine/198-react-developer-salary-2023) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)