Service Desk Analyst – 24/7 IT Support

About the role

The Service Desk Analyst provides expert technical assistance to NetJets employees in a 24/7, 365‑day environment. Working under direct supervision, the analyst ensures rapid ticket resolution, maintains a knowledge base, and escalates complex issues to the appropriate teams.

Key responsibilities

• Deliver courteous, professional support for IT‑related inquiries via phone, email, walk‑up, and ticketing system.
• Create and manage user accounts and access privileges in Active Directory and Windows environments.
• Install, configure, and maintain desktop computers, peripherals, and voice communication devices.
• Distribute software updates, patches, and manage mobile device deployments.
• Maintain and populate a knowledge‑base system with common problems and resolutions.
• Communicate scheduled and unscheduled maintenance to end users.
• Assist on Service Desk, wireless, and desktop support projects as assigned.
• Generate statistical reports and document IT policies and procedures.

Required profile

• Strong commitment to superior customer service and accurate ticket logging.
• Ability to work reliably during normal business hours and provide on‑call support for a global operation.
• Excellent communication skills for interacting with employees and IT teams.
• Detail‑oriented with a focus on follow‑up and verification of issue resolution.

Required skills

• Active Directory user and group management.
• Windows operating system administration.
• Desktop and peripheral hardware support.
• Mobile device management and application support.
• Ticketing system operation and knowledge‑base maintenance.