Service Desk Analyst Level 1 -2

The Service Desk Analyst Level 1/2 role is a 100% onsite opportunity based in Salt Lake City, UT with a focus on customer service, support operations, ticket handling, troubleshooting, and appropriate escalation across procurement/P2P support or enterprise help desk/application support.

Location and Schedule

• Location: Salt Lake City, UT (onsite)
• Availability: Monday–Friday
• Shifts: 8-hour shifts

Role Summary

As a call center-style Service Desk Analyst Level 1/2, you will support customers by responding to questions, documenting interactions, troubleshooting issues, and escalating cases when needed. The role supports procurement process (procurement/P2P) or enterprise help desk/application support, depending on assignment.

Key Responsibilities

• Attend initial training and onboarding in full to support successful completion of customer experience, procurement process, technology, and support training.

Required Experience

• Minimum: 2 years of experience
• Field: 2–3 years in customer service, call center, service desk, client support, or a similar customer-facing role

Qualifications

• Strong commitment to delivering excellent customer service
• Excellent written and verbal communication skills
• Experience handling customer inquiries via live chat, email, messaging, or ticketing systems
• Ability to manage multiple customer conversations at once while maintaining accuracy and professionalism
• Strong problem-solving skills with the ability to understand issues and identify solutions
• Ability to learn new systems and processes quickly
• Good judgment to determine when to resolve independently versus escalate
• Ability to remain calm and professional when handling difficult customers or escalated issues
• Strong attention to detail and documentation skills
• Comfort working in a structured environment with established procedures and service expectations
• Experience with ticketing, case management, knowledge management, or customer support platforms
• Spanish or Portuguese language skills are a plus (not required)

Required Support Background

You must have experience in at least one of the following support areas:

• Procurement/Purchasing Support: Understanding purchasing processes and approvals
• P2P/Accounts Payable Support: Familiarity with vendor questions, invoices, payment processes, and internal workflows
• Enterprise Help Desk/Application Support: Experience with customer service, troubleshooting, ticketing, documentation, and escalation