> Markdown version of [/jobs/ext/1451395-senior-it-service-desk-analyst-overnight-shift-contract](https://www.wearedevelopers.com/jobs/ext/1451395-senior-it-service-desk-analyst-overnight-shift-contract). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Service Desk Analyst - Overnight Shift, Contract - **Company:** Island Computer Products, Inc. - **Location:** New York, NY, United States - **Experience:** Expert - **Salary:** $50,000.0 - $60,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Information Technology Operations, Microsoft Office, Information Technology, Servicenow - **Published:** July 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5a6b3ada71ced272 ## About the Role The ideal candidate is highly organized, customer-focused, and thrives in an environment where responsiveness, communication, and attention to detail are essential., * 3+ years of Service Desk, Help Desk, Technical Support, or IT Operations experience. * Experience working with an IT Service Management platform such as Remedy, ServiceNow, Jira Service Management, or similar. * Strong understanding of incident management and escalation procedures. * Excellent verbal and written communication skills. * Ability to prioritize multiple tasks in a fast-paced environment. * Strong analytical and troubleshooting skills. * Experience supporting Microsoft Windows and Microsoft Office environments. * Professional, customer-focused attitude with strong interpersonal skills. * Ability to remain calm and make sound decisions under pressure. * Ability to reliably work overnight and weekend shifts., * Experience supporting enterprise, government, healthcare, financial services, transportation, or other high-availability operational environments. * Experience using Remedy ITSM. * Familiarity with ITIL Incident Management practices. * Experience coordinating activities across multiple technical support teams. * Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent work experience). What We're Looking For * Strong sense of ownership and accountability. * Excellent organizational and time management skills. * Outstanding written and verbal communication. * Ability to build relationships with technical and non-technical stakeholders. * A proactive, solution-oriented mindset. * Ability to work independently while collaborating effectively within a team. * Comfortable working in an environment where responsiveness and accuracy are critical to business operations. ## Description We are seeking an experienced Service Desk Analyst to support a fast-paced, mission-critical IT operations environment. This role is responsible for ensuring service requests, incidents, and operational communications are handled accurately, professionally, and with a high sense of urgency., * Manage incoming service requests, incidents, and operational notifications through an IT Service Management (ITSM) platform. * Monitor and respond to emails from internal teams and business stakeholders. * Create, update, assign, and track service tickets through resolution. * Communicate directly with end users, technical teams, vendors, and business partners regarding incidents and service requests. * Escalate issues to the appropriate technical support teams when necessary. * Coordinate with Incident Management during service-impacting events. * Provide timely updates regarding system issues, maintenance activities, and service restoration. * Maintain accurate documentation and detailed ticket notes. * Follow established operational procedures, service level agreements (SLAs), and escalation processes. * Deliver exceptional customer service while supporting a high-availability IT environment. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Robots are coming into the wild! 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