IT SERVICE DELIVERY ANALYST
On-siteMemphis, Tennessee, United States
Job Summary
Maintain operational ownership of assigned incidents and requests through resolution, prioritizing work based on business impact and urgency. Deliver timely support for devices, applications, and access issues, including troubleshooting hardware, software, and Nextiva platforms. Execute service management processes for incident, request, and escalation workflows while documenting activities accurately in ticketing systems. Perform user account setup, modifications, and access management for cloud-based applications, coordinating onboarding, offboarding, and technology refresh activities. Apply standardized solutions and known fixes to improve efficiency, collaborating with MSP partners and vendors to ensure effective service delivery.
Required Qualifications
- Associate degree in Information Technology or a related field preferred; equivalent experience considered
- 1–3 years of experience in IT support or service desk environments
- Basic IT troubleshooting skills across hardware, software, and access issues
- Familiarity with ticketing systems and remote support tools
- Microsoft 365 user support fundamentals
- Experience supporting cloud-based business applications and SaaS platforms
- Understanding of user account administration, licensing, and access management concepts
- Ability to work effectively with managed service providers and third-party vendors
Desired Qualifications
- Associate degree in Information Technology or a related field preferred
- Customer-facing technical support experience preferred
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