Job Description

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)

Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base pay range for this position is $22.00 to $28.00 per hour. Actual salary will be based on a variety of factors, including shift, location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that are not included in the base pay. 

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 and Sick Leave (starting at 20 days per year) & Holidays (10 per year), Parental Leave, Military Leave, Bereavement

• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

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!

If you have any questions or concerns about this posting, please email taposting@wwt.com.

#LI-Remote

Qualifications

Service Desk Analyst

3rd shift: 1am – 10am CT

This role is a Full Time Contingent position meaning at-will and contingent upon customer needs. Employment may end when customer needs decrease.

Why WWT?

At World Wide Technology, we work together to make a new world happen. Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients 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 14,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 15 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.