[Remote] Senior Service Desk Analyst

Note: The job is a remote job and is open to candidates in USA. FormativGroup is a company that specializes in connecting infrastructure to business processes with deep technical expertise. They are seeking a Senior Service Desk Analyst to provide front-line technical support for a large enterprise IT environment, managing service desk contacts and ensuring adherence to ITIL-aligned processes.

Responsibilities

• Answer, triage, and resolve service desk tickets and calls for an enterprise user base
• Use Amazon Connect and Salesforce Service Cloud Voice to manage contacts, cases, and call workflows
• Document incidents and requests accurately; escalate per defined ITSM procedures
• Meet service-level targets for response, resolution, and customer satisfaction
• Contribute to knowledge base articles and continuous improvement of support processes

Skills

• 2+ years of full-time experience providing ITSM technical support on a service desk for an enterprise IT organization of at least 5,000 end users
• 1+ year of experience using Amazon Connect and Salesforce Service Cloud Voice as a service desk tool
• Current ITIL certification (validation link or certificate copy required)
• Ability to provide verifiable professional references for each qualifying experience
• Experience supporting public sector / government programs
• Additional certifications (HDI, CompTIA A+, Salesforce certifications)
• Experience with knowledge management and AI-assisted agent tooling

Benefits

• Employees may be eligible for discretionary bonuses, commissions, or other incentive programs
• A comprehensive benefits package that includes medical, dental, vision, 401(k), paid time off, etc.

Company Overview