Job Description
Insight Global is looking for a Service Desk Analyst to join an IT support team in Omaha, NE. This individual will serve as the first point of contact for end users, delivering high-quality technical support across phone, chat, and self-service channels. This is a fast-paced, high-volume environment where strong troubleshooting skills, attention to detail, and customer service are critical to success. Serve as the first point of contact for IT support requests via phone, chat, and ticketing system. Troubleshoot and resolve issues related to hardware, software, applications, and user access. Manage and update tickets within the ticketing system, ensuring accuracy and SLA adherence. Provide support for user account management, including password resets, account unlocks, and access requests. Leverage knowledge base articles and internal documentation to resolve issues efficiently. Escalate complex or unresolved issues to appropriate internal teams. Maintain clear docume...