IT Service Desk Operations Analyst – Charlotte, 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 IT service desk operations and ensuring efficient support services.

Job Title

IT Service Desk Operations Analyst

Location

Charlotte

Job Overview

We are seeking a detail-oriented and analytical IT Service Desk Operations Analyst to support service desk functions and IT operations. In this role, you will be responsible for managing support tickets, monitoring service performance, and ensuring efficient IT service delivery.

Key Responsibilities

Manage and monitor service desk tickets and requests
Provide technical support for hardware, software, and network issues
Ensure timely resolution of incidents and service requests
Maintain documentation of issues, solutions, and processes
Collaborate with IT teams to resolve complex technical problems
Monitor service desk performance and generate reports
Assist in system updates, maintenance, and improvements
Support user account management and access control
Ensure compliance with IT policies and security standards
Identify trends and recommend improvements in service delivery

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, or related field
1–3 years of experience in IT service desk or support roles
Strong understanding of IT support processes and tools
Basic knowledge of operating systems and networking
Good analytical and problem-solving skills
Strong communication and customer service abilities

Preferred Qualifications

Experience with ticketing systems (e.g., ServiceNow, Jira)
Familiarity with ITIL processes
Basic knowledge of Active Directory and system administration
Understanding of remote support tools
Relevant certifications such as ITIL or CompTIA (preferred)

Why Join Us?

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

How to Apply

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