IT Service Desk Operations Analyst – Cary, North Carolina

Job Description

About the Company

Skill Gigs is a global IT and healthcare consulting firm that connects skilled professionals with leading organizations worldwide. This opportunity is with one of our U.S.-based technology partners, focused on managing service desk operations and ensuring efficient IT support services.

Job Title

IT Service Desk Operations Analyst

Location

Cary

Job Overview

We are seeking a detail-oriented and analytical IT Service Desk Operations Analyst to support helpdesk operations and service delivery. In this role, you will monitor ticket queues, analyze performance metrics, and ensure timely resolution of IT issues.

Key Responsibilities

Monitor service desk operations and ticket queues
Analyze support tickets and identify trends
Ensure timely resolution of incidents and service requests
Collaborate with IT support and infrastructure teams
Maintain documentation of service desk processes
Track performance metrics and generate reports
Ensure compliance with IT policies and service standards
Support incident and problem management processes
Assist in improving service desk workflows
Enhance user support experience and efficiency

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field
1–3 years of experience in IT support, service desk, or operations roles
Basic understanding of helpdesk tools and ticketing systems
Familiarity with IT service management concepts
Good analytical and problem-solving skills
Strong communication and teamwork abilities

Preferred Qualifications

Experience with tools like ServiceNow or Jira
Familiarity with ITIL processes
Basic knowledge of system administration
Understanding of performance monitoring
Relevant certifications such as ITIL or CompTIA

Why Join Us?

Work with a leading U.S.-based technology organization
Gain hands-on experience in service desk operations
Supportive and collaborative work environment
Competitive salary and benefits
Opportunities for career growth in IT support and operations

How to Apply

Submit an ATS-friendly resume highlighting your experience in service desk operations, IT support, and relevant technical skills.