IT Service Desk Analyst

Welcome to SAIC, where we are dedicated to providing innovative technology solutions for our clients. We are currently seeking a highly motivated individual to join our team as an IT Service Desk Analyst. In this role, you will have the opportunity to apply your technical expertise, problem-solving skills, and customer service abilities to provide top-notch support to our internal users. If you are passionate about technology and thrive in a fast-paced environment, we want to hear from you! To succeed in this role, you must possess strong communication skills, a solid understanding of IT systems and applications, and the ability to work well under pressure. Join us and become a valuable member of our dynamic and collaborative team.

1. Provide exceptional customer service by promptly responding to and resolving IT-related issues for internal users.
2. Manage and prioritize an influx of service desk requests through various channels, including phone, email, and ticketing system.
3. Troubleshoot and resolve technical issues related to hardware, software, network, and other IT systems.
4. Escalate complex issues to appropriate teams and follow up to ensure timely resolution.
5. Keep accurate and detailed records of all service desk interactions and resolutions.
6. Collaborate with other team members to identify recurring issues and provide suggestions for process improvements.
7. Stay up-to-date with the latest technology and industry trends to continuously improve service desk processes.
8. Assist with the implementation of new IT systems and applications.
9. Maintain a positive and professional demeanor while working under pressure in a fast-paced environment.
10. Communicate effectively with both technical and non-technical stakeholders to explain technical issues and solutions.
11. Adhere to established service level agreements and ensure timely resolution of IT issues.
12. Participate in on-call rotation to provide after-hours support as needed.
13. Continuously strive to meet or exceed performance metrics, including response time, resolution time, and customer satisfaction.
14. Adhere to company policies and procedures, including security protocols, when handling sensitive information.
15. Act as a liaison between IT teams and end-users to facilitate effective communication and issue resolution.

According to JobzMall, the average salary range for a IT Service Desk Analyst in San Diego, CA, USA is $50,000 - $75,000 per year. However, this can vary depending on factors such as experience, skills, and the specific company or industry the analyst is working in.

SAIC is a premier Fortune 500® technology integrator driving our nation's digital transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, IT modernization, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.