Service Desk Analyst

2nd shift: 5pm-1am CT

3rd shift: 1am – 9am CT

Why WWT?

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 10,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work® for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

The WWT Service Desk serves as the first point of contact for multiple ATS service offerings and acts as the central hub for all calls, incidents, requests, and records entering the ATS Operations Center and Managed Services.

Service Desk Analysts play a critical role in logging, categorizing, prioritizing, and routing requests appropriately. A key responsibility is keeping users informed of their ticket status and progress at predetermined intervals throughout its lifecycle. The WWT IS Service Desk handles both client-facing and internal tickets/calls.

RESPONSIBILITIES:

Customer Support & Incident Resolution:

• Provide first-line IT support through phone, email, chat, and web sessions.
• Gather and document relevant information from customers, using support tools and additional resources as needed.
• Accurately log all incidents, requests, and troubleshooting steps in the ticketing system.
• Resolve basic technical issues and escalate complex issues per SLA guidelines.

Service Excellence & Communication:

• Maintain high levels of customer service 24/7/365 (multiple shifts).
• Ensure timely triage and escalation of issues per SLA requirements.
• Communicate ticket status updates to users at key intervals.
• Build positive relationships with customers through professional and proactive support.

Process Adherence & Knowledge Management:

• Follow established policies, processes, and procedures while identifying areas for improvement.
• Document resolutions and contribute to knowledge base updates.
• Assist in cross-training team members on quick fixes and troubleshooting steps.

Technical Competence:

• Support multiple clients with professionalism and insight.
• Maintain working knowledge of data and voice network concepts.
• Adhere to ITIL best practices and service management standard

Education

• College degree or 2 years of experience in an IT service desk environment.

Certifications

• ITIL Foundation Certification (preferred).

Work Experience

• Experience supporting customer incidents, requests, and problems in an IT environment.
• Prior IT Service Desk experience preferred.

Specialized Knowledge, Skills, and Abilities

• Excellent customer service and communication skills (written & verbal).
• Knowledge of MS Windows, MS Office, and ServiceNow.
• Ability to prioritize and multitask effectively in a high-paced environment.
• Strong problem-solving skills and ability to work within defined methodologies.
• Ability to work independently and in a team-oriented environment
• Able to work first, second, or third shift in a 24X7 operation. (CST Timezone)

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

Equal Opportunity Employer

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Preferred locations: MO, FL, NC, TX, AZ, MA, VA, AL, LA, GA, MN, OH, MI, WI, IA, SC

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider with $17 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world.

With nearly 9,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 11 years in a row by Fortune and Great Place to Work®️ for its unique blend of determination, innovation and leadership focus on diversity and inclusion.