Senior Service Desk Analyst

FormativGroup

Senior Service Desk Analyst providing technical support for enterprise IT users in a remote setting. Using tools like Amazon Connect and Salesforce Service Cloud Voice to address various IT requests and issues.

Posted 6/15/2026full-timeRemote • Arizona, California, Colorado, Connecticut, Florida, Idaho, Illinois, Iowa, Kansas, Maryland, Massachusetts, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Virginia, Washington, Wisconsin • 🇺🇸 United StatesSenior💰 $35 - $50 per hourWebsite

Tech Stack

Tools & technologies

CloudITSM

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

medical
dental
vision
401(k)
paid time off

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ITSMtechnical supportservice deskincident managementrequest managementescalation procedurescustomer satisfactionknowledge base documentation

Soft Skills

problem-solvingcommunicationcustomer serviceteam collaboration

Certifications

ITIL certification