Service Desk Analyst

About The Company

Hays is a global leader in professional recruiting and workforce solutions, dedicated to connecting talented individuals with top-tier organizations across various industries. With a strong presence in multiple countries, Hays prides itself on its commitment to diversity, inclusion, and ethical recruitment practices. Our mission is to help businesses succeed by providing them with skilled professionals and to support individuals in achieving their career goals through personalized guidance and industry insights. We foster a culture of integrity, innovation, and excellence, ensuring that both clients and candidates receive exceptional service tailored to their unique needs.

About The Role

The Service Desk Analyst position is a contract-based opportunity located in Pensacola, FL, with a hybrid work environment that combines remote and on-site work. This role is integral to providing first-line technical support to end-users, ensuring seamless IT operations, and maintaining high levels of customer satisfaction. The successful candidate will respond to inbound calls, emails, and web inquiries, troubleshoot technical issues, and leverage various resources to resolve problems efficiently. The role requires a proactive, adaptable individual capable of multitasking in a fast-paced environment, with a focus on delivering exceptional service and maintaining adherence to company policies and procedures. This position offers an hourly wage ranging from $25.00 to $29.89, depending on experience and qualifications, and provides an excellent platform for professional growth within the IT support domain.

Qualifications

Qualified candidates should possess a solid understanding of information technology fundamentals, including troubleshooting skills and familiarity with enterprise systems and IT terminology. A minimum of three years of Tier 1 support experience or similar customer support roles is preferred, along with exposure to call center environments or front-line support. Candidates should demonstrate effective verbal and written communication skills, along with the ability to interact professionally with end users using finesse and soft skills. Basic organizational, planning, and time management skills are essential to handle multiple tasks accurately. Knowledge of ITIL frameworks, ticketing software such as ServiceNow, and an understanding of company policies are desirable. The ideal applicant will be self-motivated, able to work independently or within a team, and capable of adapting quickly to changing priorities.

Responsibilities

The primary responsibilities of the Service Desk Analyst include responding to inbound support requests via phone, email, and web queues, providing technical troubleshooting, and leveraging resources to resolve issues promptly. The role involves documenting, maintaining, and reporting support activities using PC applications like word processing, spreadsheets, and databases. Escalation of complex or outside scope requests to appropriate teams is crucial to ensure timely resolution. The analyst must attend weekly staff or mentor meetings, adhere strictly to client policies and procedures, and contribute to the overall success of the business unit. Additional duties may include performing routine system checks, assisting with documentation updates, and supporting special projects as assigned. The role requires a proactive approach, excellent communication skills, and a customer-centric mindset to foster positive end-user experiences.

Benefits

This contract position offers comprehensive benefits, including full medical, dental, and vision coverage, as well as a 401(k) retirement plan and life insurance with a $20,000 benefit. Hays provides support throughout the application process, including resume review, interview preparation, and career advice, to ensure candidates are well-prepared for success. The opportunity to work with a professional recruitment team allows for ongoing guidance and support, making this role an excellent stepping stone for those seeking to advance their careers in IT support. The position also offers competitive hourly wages, flexible hybrid work arrangements, and the chance to develop valuable skills in a dynamic environment.

Equal Opportunity

Hays is committed to fostering an inclusive and diverse workplace. We are an equal employment opportunity employer, and we do not discriminate based on race, color, creed, sex (including pregnancy and sexual orientation), gender identity, age, national origin, physical or mental disability, veteran status, marital status, genetic information, HIV status, or any other characteristic protected by law. We believe that diversity enhances our ability to serve our candidates and clients effectively. We also strive to ensure that all applicants and employees receive fair treatment and equal opportunities. In accordance with applicable laws, reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform essential job functions. For questions or to request accommodations, please contact us directly.