Service Desk Analyst

Global Data Consultants is seeking a Service Desk Analyst to join the on-site IT team in McKinney, Texas. In this frontline role, you’ll support FSC and Branch locations across multiple channels, handling incident triage, Active Directory maintenance, and hardware/software deployments while partnering with IT colleagues to resolve issues efficiently.

Responsibilities

• Serve as the primary contact for technical inquiries across phone, voicemail, chat/text, and email, ensuring all channels funnel to the service desk.
• Listen carefully to user concerns and diagnose issues at Tier 1-2 for FSC and Branch locations across divisions.
• Aim for First Call Resolution (FCR) by providing clear, professional communication and effective issue resolution.
• Respond promptly within the defined SLA to requests submitted via ITSM tools, email, chat/text, phone, voicemail, and other approved channels.
• Utilize AI-powered knowledge management tools and troubleshooting resources to diagnose hardware and software problems.
• Triage complex issues and escalate to the appropriate team member or resource following established processes.
• Document and track all Service Desk Requests with Work Orders according to established standards.
• Follow through on assigned Work Orders in a timely manner to meet or exceed customer expectations within SLA.
• Perform Active Directory end user maintenance, including account unlocking and password resets.
• Adhere to established standards for deploying hardware and software.
• Troubleshoot mobile devices (phones, tablets) including operating systems, applications, and connectivity; assist with security and data management.
• Collaborate with IT colleagues across teams to ensure seamless issue resolution.
• Support team projects and travel as needed (up to 25%).
• Participate in a balanced after-hours on-call rotation.
• Provide training and guidance to teammates when needed to share knowledge.
• Maintain punctuality according to the schedule set by management.
• Keep current with cloud applications and mobile device management (MDM) solutions, staying aligned with best practices and standards such as KCS and ITIL.

Requirements

• High school diploma or GED.
• Three years of technical support experience serving both remote and in-office users.
• Proven ability to leverage AI and knowledge management tools.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and prioritize tasks in a fast-paced environment.
• Commitment to continuous learning and staying up to date on technical advancements.

Technologies

• Active Directory
• Mobile Device Management (MDM) solutions
• ITSM tools
• AI-powered knowledge management tools
• Cloud applications

Benefits

• Cutting edge technology and innovation
• Career growth opportunities
• Employee-centric environment
• Comprehensive benefits package
• Holiday and vacation

Preferred Experience

• Understanding of KCS principles and practices (preferred).
• Microsoft/CompTIA certifications preferred.
• HDI certifications preferred.

What We Do

• Cutting edge technology and innovation
• Career growth opportunities
• Employee-centric environment
• Comprehensive benefits package
• Holiday and vacation

Equal Opportunity Workplace

GDC is an equal opportunity employer and welcomes applicants from diverse backgrounds. Our goal is to empower our teams to achieve their personal best and foster professional growth regardless of race, ancestry, religion, sex, gender, national origin, sexual orientation, age, citizenship, marital status, physical ability or disability, or veteran status.