Moser Consulting is a recognized leader in IT services with a commitment to collaboration and continuous improvement. They are seeking a Service Desk Analyst who will be responsible for monitoring service quality, managing team schedules, and ensuring effective communication between technicians and the Center of Excellence. This role is crucial for maintaining high service standards and operational efficiency within the service center.
Responsibilities
- Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks
- Identify trends in service quality and proactively surface issues before they escalate
- Provide real-time feedback to Technicians on quality expectations
- Own and maintain team schedules ensuring adequate coverage across all required hours — including Shift 5 overnight and weekend Shift 6 — 24 hours a day, 7 days a week
- Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps
- Manage ticket intake and dispatch — ensuring tickets are correctly assigned, triaged, and moving through the queue efficiently
- Own the escalation process for tickets that exceed resolution thresholds, require specialist involvement, or have stakeholder visibility
- Serve as the primary operational support arm to the CoE Service Owner
- Generate regular reports on Service Center performance — ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events
- Maintain consistent communication rhythms with Technicians — team huddles, shift briefings, and one-on-one check-ins
Skills
- Monitor ticket quality, documentation standards, and resolution practices against CoE-defined benchmarks
- Identify trends in service quality and proactively surface issues before they escalate
- Provide real-time feedback to Technicians on quality expectations
- Own and maintain team schedules ensuring adequate coverage across all required hours — including Shift 5 overnight and weekend Shift 6 — 24 hours a day, 7 days a week
- Coordinate shift handoffs, time-off requests, and coverage planning to prevent service gaps
- The SDA is accountable for ensuring every shift is covered — not just scheduled
- When a Technician is unable to fulfill a scheduled shift for any reason, the SDA owns the full response from the moment the vacancy is identified through to confirmed coverage or escalated resolution
- Manage ticket intake and dispatch — ensuring tickets are correctly assigned, triaged, and moving through the queue efficiently
- Own the escalation process for tickets that exceed resolution thresholds, require specialist involvement, or have stakeholder visibility
- Ensure escalations are documented, communicated, and tracked to resolution
- Serve as the primary operational support arm to the CoE Service Owner
- Provide accurate, timely data on service center activity, quality trends, team performance, and shift coverage events
- Generate regular reports on Service Center performance — ticket metrics, SLA adherence, quality scores, team productivity, and shift coverage events
- Translate operational data into clear, actionable updates for the Service Owner and CoE
- Maintain consistent communication rhythms with Technicians — team huddles, shift briefings, and one-on-one check-ins
- Foster a team environment aligned to the org's shared values and behavioral standards
- Ensure Technicians understand their shift commitments and the impact of unplanned absences on the team
- ITIL Foundations v4
- CompTIA A+
- COMTIA Network+
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified Professional (MSP)
- Cisco Certified Network Associate (CNA)
Benefits
- Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
- Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
- PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
- Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
- Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
- Wellness Program: We promote a healthy lifestyle with our wellness program.
- Catered Lunches: Enjoy delicious catered lunches regularly.
Company Overview
People ask us what Moser Consulting does. But they like to frame our answer by saying what they think you deserve instead. It was founded in 1996, and is headquartered in Indianapolis, Indiana, USA, with a workforce of 51-200 employees. Its website is http://moserit.com/.