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OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
Columbus, Ohio client in search of a Senior Service Desk Analyst contractor. The hours for this role will be 2nd shift, 3-11pm. Responsible for the following:

Advanced Technical Support 

• 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. 

Required Skills & Qualifications 

• 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 24×7 operational environment or high-volume (Global Enterprise) service desk, with many remote based employees.

Reference: 1058009
  
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles! 

  
Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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