Staff Service Desk Analyst

Are you looking to join a fast-paced, dynamic team where you can put your program management and technical support skills to use? Intuit is looking for a dynamic and customer-focused Staff Service Desk Analyst to join our Workforce Technology team. If you love working in a culture of lean experimentation and rapid iteration, we've got a challenge for you!

The Staff Service Desk Analyst will be looked upon as the go-to lead technical and program resource for the Service Desk, overseeing staff and processes to ensure end users receive appropriate assistance while maintaining high touch service. This includes ownership of procedures related to the identification, prioritization, and resolution of end-user requests, as well as the monitoring, tracking, and coordination of Service Desk functions across a broader, cross-functional scope. Excellent communication and interpersonal skills combined with strong program management and technical judgment are essential to providing a high touch level of support at scale.

Responsibilities

• Serve as the primary liaison between business stakeholders and the Service Desk, driving readiness and alignment on service delivery.

• Own and manage dedicated support queues, overseeing the identification, prioritization, and resolution of end-user help requests.

• Configure, implement, and provide advanced support for incident resolution and service request processes involving applications, hardware, network, and business systems.

• Partner with external vendors and technical teams as the primary coordination point for both remote technical needs and onsite support logistics.

• Lead readiness planning and execution for new technology rollouts, including training and enabling Service Desk technicians ahead of any new tools or systems introduced.

• Work on complex, cross-functional assignments with limited supervision, drawing in specialized technical or vendor expertise whenever necessary.

• Exercise discretion and judgment to ensure Operational Service Levels are met, recommending custom solutions to business problems that can have enterprise-wide impact.

• Derive insights from support and incident data to recommend process improvements, both internally and with business partners, ensuring continual innovation.

• Partner with a diverse group of stakeholders – including developers, PMs, business leaders, vendors, and senior leadership – to resolve issues impacting end users systemically.

• Act as an escalation point for complex issues, taking ownership of resolution when a problem requires specialized knowledge or cross-team coordination beyond front-line support.

• Contribute to Knowledge Base content and keep process documentation current.

• Proactively lead planning cycles to prepare for upcoming technology refreshes, rollouts, and support scaling needs.

• Mentor and educate colleagues from a technical and growth perspective, providing documentation and training as needed.

Qualifications

• Bachelor's degree or equivalent relevant experience; ITIL, CompTIA, MCP/CCNA/MCSA/MCSE, or similar technical certification (or in-progress coursework) a plus.

• Proven experience in service desk, IT support, or technical program management, ideally with exposure to multi-site or distributed environments.

• Demonstrated ability to manage cross-functional relationships and influence without direct authority, working effectively with business leaders and vendor partners.

• Strong troubleshooting and technical aptitude, with the ability to translate between technical teams and non-technical stakeholders.

• Experience managing support queues, ticketing systems, or similar workflow tools.

• Vendor coordination experience, particularly around onsite technical support and technology deployment.

• Apply effective project management skills; understands how to manage scope, time, functionality, cost, and quality across a program.

• Solid relationship and performance management skills, including the ability to coach and develop junior colleagues.

• Excellent verbal and written communication skills, with the ability to train and enable technical staff on new systems and processes.

• Ability to work independently as a team member in a high-performance, 24/7 availability environment.

• Experience using AI tools such as Claude, ChatGPT, or similar for process documentation, planning, and communication a plus.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position may be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender.