Service Desk Analyst (1st Call Support)

For over 16 years, Trilyon has been a leader in global workforce solutions , specializing in Cloud Technology, AI / ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.

For additional information or to view all of our job opportunities, please visit our website https : / / trilyonservices.com / careers / .

We are seeking a Service Desk Analyst (1st Call Support) to join our team.

This role will involve providing end-to-end technical support, incident management, and service request fulfillment for enterprise users. The ideal Service Desk Analyst will have strong communication and troubleshooting skills, a customer-centric mindset, and experience supporting Windows environments and ITSM tools such as ServiceNow.

Job Title : Service Desk Analyst (1st Call Support)

Location : Malvern, PA (Hybrid Onsite - Local Candidates Required for Onsite Client Evaluation)

Duration : 6 months

Rate / Salary : Competitive (Commensurate with experience)

Job Description :

Trilyon, Inc. is looking for a dedicated and professional Service Desk Analyst (1st Call Support) to provide first-line technical support and serve as a single point of contact (SPOC) for users. The Service Desk Analyst will play a key role in ensuring high-quality support for incidents and service requests, maintaining user satisfaction through timely communication, resolution, and escalation management.

This position requires local candidates who can participate in an onsite client evaluation and support operations starting as early as 7 : 00 AM EST . Multiple shift options are available to ensure full coverage throughout the business day.

Available Shifts :

1st Agent : 7 : 00 AM 4 : 00 PM EST

2nd Agent : 7 : 30 AM 4 : 30 PM EST

3rd Agent : 8 : 00 AM 5 : 00 PM EST

4th Agent : 8 : 30 AM 5 : 30 PM EST

Key Responsibilities :

Serve as the first point of contact (SPOC) for user calls, incidents, and service requests through the ITSM system ( ServiceNow ).

Provide first-call resolution and coordinate end-to-end incident management, including logging, tracking, troubleshooting, and closing tickets.

Support Windows 11 upgrade-related calls and ensure smooth user transition during upgrades.

Fulfill service requests assigned through ServiceNow, including endpoint and mobility services such as :

Internet trusted site requests

VDI-related tasks and configurations

Maintain proactive communication with users and stakeholders during incident response, providing progress updates and workarounds as needed.

Deliver request fulfillment and incident management support for end-user devices (desktops, laptops, and mobile devices).

Participate in Major Incident calls related to Workplace Services, contributing to problem analysis and resolution.

Promote self-service capabilities for frequently requested support items to enhance user efficiency.

Document procedures, knowledge articles, and known issue resolutions to improve overall service quality.

Maintain adherence to SLAs, escalation processes, and customer satisfaction goals.

Qualifications :

2+ years of experience in IT Helpdesk or Service Desk support roles.

Strong understanding of Windows 10 / 11 , Active Directory , and endpoint management tools.

Hands-on experience using ServiceNow or similar ITSM platforms.

Excellent troubleshooting, communication, and multitasking skills.

Proven ability to work independently and collaboratively in a fast-paced, customer-facing environment.

Flexibility to support early shift schedules starting at 7 : 00 AM EST .

Strong attention to detail with a commitment to high-quality service delivery.

Preferred Skills :

Knowledge of ITIL processes.

Experience with remote desktop support tools.

Familiarity with enterprise mobility and VDI environments.

Why Join Us?

Trilyon, Inc. offers a comprehensive benefits package .

Opportunities for growth and professional development.

Collaborative and inclusive company culture.

Equal Employment Opportunity (EEO) Statement :

Trilyon, Inc. is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable laws. Our diverse team drives innovation, competitiveness, and creativity, enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.