Enterprise Service Desk Analyst

The Enterprise Service Desk Analyst plays a critical role in delivering front-line IT support to NYISO employees and contractors. The position is responsible for logging, triaging, and resolving incidents and service requests submitted through various channels. The analyst will provide technical troubleshooting, diagnostics, and service fulfillment, while coordinating escalations to appropriate support teams when necessary.

Requirements

• Bachelor's degree in computer science or related technical field
• Minimum of three years of experience in an IT support or service desk environment
• Proven experience with IT Service Management (ITSM) practices and ticketing platforms, preferably ServiceNow
• Strong analytical and problem-solving skills, with the ability to diagnose and resolve a wide range of technical issues
• Excellent interpersonal, verbal, and written communication skills, with a strong customer service focus

Benefits

• Comprehensive benefits package
• Innovative reward programs
• Flexible work environment allowing for both in-office and remote work
• Competitive salaries