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IDR is seeking a Service Desk Analyst to join one of our top clients for an opportunity in Plano, Texas. This role supports a fast-paced enterprise service desk/contact center environment by handling incidents, service requests, and routine system checks while delivering high-touch customer support. You’ll collaborate with technical teams and stakeholders to restore service quickly, document resolutions, and help improve support processes.
Position Overview for the Service Desk Analyst:
- Provide Tier 1–2 technical support to end users via phone, email, chat, and ticketing tools
- Triage, prioritize, and resolve incidents and service requests; escalate complex/high-visibility issues as needed
- Perform routine system checks and proactive maintenance to support service reliability
- Document troubleshooting steps and resolutions; update knowledge articles and standard procedures
- Support continuous improvement efforts (process simplification, automation ideas, and service quality)
Requirements for the Service Desk Analyst:
- 3–5 years of experience in IT support, service desk, technical support, or systems support
- Strong troubleshooting and customer service skills supporting both technical and non-technical users
- Experience working in a ticketing environment and following incident/request/problem/change processes
- Working knowledge of Microsoft Windows environments and common workplace applications (e.g., Microsoft Office, web-based apps)
- Strong written/verbal communication skills with consistent documentation habits
What’s in it for you?
- Competitive compensation package
- Full Benefits; Medical, Vision, Dental, and more!
- Opportunity to get in with an industry leading organization.
Why IDR?
- 25+ Years of Proven Industry Experience in 4 major markets
- Employee Stock Ownership Program
- Dedicated Engagement Manager who is committed to you and your success.
- Medical, Dental, Vision, and Life Insurance
- ClearlyRated’s Best of Staffing® Client and Talent Award winner 12 years in a row.
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IDR is an equal opportunity employer. We provide reasonable accommodations for disabled employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, criminal history, or any other protected category under applicable federal, state, or local laws. We consider all qualified applicants, including those with criminal histories, in compliance with applicable Fair Chance laws.
To comply with civil rights laws, we invite applicants to voluntarily self-identify their race, ethnicity, gender, and veteran status. This information is confidential, optional, and will not affect your application. You may access this form here.
Pursuant to pay transparency laws, salary ranges and benefits will be disclosed where required by law. Compensation is based on factors such as experience, skills, and qualifications.
If you require a reasonable accommodation during the application or interview process, please contact Human Resources at hr@idr-inc.com