Title: Desktop Support Analyst
Location: Charlotte, NC (On-site, 28202)
Type: Contract, 6 Months+
Pay Rate: $25-35/hr
**Only those who do not require any current or future sponsorship can be considered, no 3rd parties**

We are seeking an experienced Desktop Support Analyst. As an IT Support Analyst, you will be responsible for providing technical support and assistance to end-users, troubleshooting issues with hardware and software, and ensuring all systems are functioning efficiently.

Key Responsibilities:

• Maintain standard service levels and promptly address any disruptions affecting regional business operations to restore normal function.
• Follow established escalation protocols when services are impacted or when urgent IT support requests from business partners need attention from peer teams or IT management.
• Ensure that ServiceNow is utilized effectively for incident management and request fulfillment, meeting management's quality standards to facilitate insightful analytics.
• Collaborate with the global team to uphold knowledge management standards that support global service delivery initiatives.
• Engage in both local and global projects, aligning with the needs of local business partners and project goals.
• Maintain clear and effective communication with business partners throughout the resolution of their issues or requests.

Skills Needed:

• At least 5 years of experience in a Desktop Support or Service Desk role.
• Strong understanding of ITIL foundational principles.
• Excellent verbal and written communication skills.
• Proficient knowledge of endpoints, A/V room technology, M365 applications, and related technologies.
• Preferred: Bachelor's degree in an IT-related field.
• Preferred: Experience with ServiceNow as a ticketing/Incident Management platform.

To be considered for the role please apply online or email an updated Resume to William Barclay at Oliver James - william.barclay@oliverjames.com