Senior Service Desk Analyst - ITIL Certified, Salesforce Voice, Amazon Connect exp

Remote/US - Full TimeRemote (US)senior

via Greenhouse

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About this role

The Senior Service Desk Analyst role is to provide front-line technical support for a large enterprise IT environment. You will answer and resolve incoming service desk contacts (voice and digital) using Amazon Connect and Salesforce Service Cloud Voice, following ITIL-aligned processes for incident, request, and escalation management. Responsibilities Answer, triage, and resolve service desk tickets and calls for an enterprise user base Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows Document incidents and requests accurately; escalate per defined ITSM procedures Meet service-level targets for response, resolution, and customer satisfaction Contribute to knowledge base articles and continuous improvement of support processes…

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Skills match

For this role: salesforce

Level fit

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Domain experience

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Recency

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Location fit

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Skills in this role

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