Job Description
The Service Desk Analyst, Reporting & Analytics (R&A), provides front-line operational support for reporting, data, and analytics platforms. This role is responsible for accurate ticket intake, triage, resolution, and escalation of R&A support requests while meeting defined SLAs and service quality standards. The analyst executes established processes, contributes to incident resolution and problem identification, and helps ensure a stable, predictable support experience for internal and client-facing users.
This role operates within the Service Desk model defined by the Service Desk Lead and focuses on reliable execution, documentation, and continuous service improvement.
Key Responsibilities
1) Ticket Intake, Triage & Resolution
• Serve as a primary responder for R&A Service Desk tickets, including reporting incidents, data discrepancies, access requests, job failures, and “how-to” questions.
• Apply documented triage standards to assess severity, prioritize work, and route issues appropriately.
• Resolve straightforward and known issues independently using runbooks, knowledge articles, and standard operating procedures.
• Escalate complex, high-severity, or out-of-scope issues to the appropriate development, data, or product teams following defined escalation paths.
• Ensure tickets are complete, accurately categorized, and updated with clear status, actions taken, and next steps.
2) SLA Execution & Service Quality
• Consistently meet SLA targets for response, resolution, and escalation based on defined severity tiers.
• Actively manage assigned ticket queues to prevent backlog aging and SLA breaches.
• Participate in daily or weekly service management routines (queue reviews, prioritization checks, and backlog cleanup).
• Provide timely, professional, and user-friendly communication to stakeholders throughout the ticket lifecycle.
3) Monitoring, Incident Support & Stability
• Respond to alerts related to data freshness, job failures, pipeline/ETL issues, and report availability.
• Perform initial investigation and remediation steps using documented procedures before escalating when needed.
• Support major incidents by assisting with triage, user communications, validation of fixes, and post-incident cleanup.
• Identify and flag recurring issues or patterns for problem management and root-cause analysis led by the Service Desk Lead.
4) Knowledge, Documentation & Process Adherence
• Create, update, and maintain knowledge base articles, runbooks, troubleshooting guides, and FAQs based on real support cases.
• Document fixes, workarounds, and lessons learned directly in tickets and shared documentation repositories.
• Follow established intake criteria, escalation rules, access controls, and change/release support procedures.
• Contribute feedback on gaps in documentation, tooling, monitoring, or processes.
5) Collaboration & Continuous Improvement
• Work closely with the Service Desk Lead to identify opportunities to reduce repeat incidents and improve first-contact resolution.
• Partner with engineering and data teams by providing clear reproduction steps, logs, and impact analysis during escalations.
• Support transitions, migrations, and releases by following readiness plans, performing validation tasks, and assisting during surge periods.
• Participate in cross-training to expand coverage and reduce key-person dependency.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
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Nice to Have Skills & Experience
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Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.