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IT Service Desk Analyst

Cascade Corporation
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JOB SUMMARY

The IT Service Desk Analyst is responsible for delivering day-to-day IT related support to users across North America, while serving as a proactive liaison between IT and the business.  This role ensures operational excellence in end-user support, while also contributing to continuous improvement, business engagement, and alignment of IT services with Company goals. 

Day to day IT support includes, but not limited to, hardware setup, configuration, provisioning and user account management.  The role also includes support for business applications (e.g. JD Edwards, custom applications, and SaaS).

The Analyst also acts as a liaison between IT department and business units, analyzing service trends, recommending improvements, and promoting a consistent, customer-focused technology experience across the organization.

 

ESSENTIAL JOB FUNCTIONS

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons.  Job functions include the following and other duties may be assigned.

 

Manage IT Support Systems (30%)

  • Manage the Service Desk system, including queue management, workflow, user and access management, system availability, and user experience to deliver high-quality technical support across the organization.
  • Manage internal collaboration and knowledge sharing platform and IT related training platforms. 
  • Manage integration with other enterprise applications and IT systems.
  • Manage IT assets, including lifecycle processes.

 

Operational Excellence (30%)

  • Provide high quality IT support for onsite and remote employees, ensuring a consistent, customer-focused experience. 
  • Establish and maintain clear communication standards with users and stakeholders.
  • Respond to user requests and incidents in alignment with SLAs, coordinating resolutions across IT and other business groups as needed.
  • Manage escalations between different support levels.
  • Manage workplace assets (endpoints, licenses, user counts)
  • Support the creation and maintenance of the IT Service Catalog.
  • Adhere to ITIL best practices, company policies and security standards.

 

Reporting & Insights (20%)

  • Develop and maintain service desk reporting frameworks, including operational and KPI metrics.
  • Provide regular reports to stakeholders on service desk performance, customer satisfaction, and trends.
  • Analyze incident trends and implement strategies to optimize processes, improve performance, and drive continuous improvement.

 

Quality Assurance & Continuous Improvement (10%)

  • Ensure delivery of reliable, high-quality IT support with strong customer service orientation.
  • Identify improvement opportunities for solution and service delivery (automation, optimization).
  • Maintain troubleshooting documentation, provide IT training to peers and users as required, and stay current on technology and IT best practices.

 

Support IT Leadership Team (10%)

  • Assist IT leadership in business meetings, planning, budgeting, and resource management. 
  • Collaborate with vendors to improve service performance and support project initiatives. 

 

 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily, safely and in alignment with Cascade’s core values.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  • Bachelor’s degree in Information Technology, Computer Science, or a related field OR related IT training and certifications.
  • 3-5 years of hands-on IT support or service desk experience in a well-established, high-functioning IT service desk environment
  • Workplace IT certifications (e.g. MS-900, CompTIA+, MCSA) preferred
  • ITIL V3/V4 training (certification preferred), with practical application of ITIL practices
  • Strong communication skills, both written and verbal, and the ability to engage with users of all technical backgrounds
  • Proficient with Windows OS, Microsoft 365, network concepts, and common business applications
  • Proficient with reporting and analytical tools (e.g. Power BI) for generating dashboards, KPIs, and operational insights
  • Strong troubleshooting, problem-solving, and analytical skills
  • Ability to triage, research, and resolve complex technical issues
  • Quick learner, adaptable to new technologies and evolving business needs
  • Ability to manage multiple competing priorities and work independently or as part of a team
  • Quality-oriented mindset with a focus on continuous improvement and service excellence