Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp

Job Description

The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management.

Responsibilities

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base
• Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
• Document incidents and requests accurately; escalate per defined ITSM procedures
• Meet service-level targets for response, resolution, and customer satisfaction
• Contribute to knowledge base articles and continuous improvement of support processes

Required Qualifications

• 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool
• Current ITIL certification (validation link or certificate copy required)
• Ability to provide verifiable professional references for each qualifying experience

Preferred Qualifications

• Experience supporting public sector / government programs
• Additional certifications (HDI, CompTIA A+, Salesforce certifications)
• Experience with knowledge management and AI-assisted agent tooling

Location Requirements

• This role is a remote role.
• Candidates must reside in one of the following U.S. states: AR, AZ, CA, CO, CT, DE, FL, GA, IA, ID, IL, IN, KS, MA, MD, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, TN, TX, VA, WI, and Washington DC.
• Candidates residing outside these states are not currently eligible for consideration.
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa currently.

Compensation & Benefits

In addition to hourly pay, employees may be eligible for discretionary bonuses, commissions, or other incentive programs, as well as a comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.