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Service Desk Analyst 2 (Hybrid)

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Primary Location: Overland Park, Kansas, United States Full time R1334348

Job description

We are seeking a HYBRID candidate to join us in Overland Park, Kansas for ourService Desk Analyst 2 role.

Nexthink is an AI-Powered data analytics platform that enhances employee's endpoint experience through self-healing automations, automated help-desk ticket creation, supporting CIO IT vision of transforming into proactive IT operations, and enhancing Employee IT experience and productivity. This role will be data analytics focused, extrapolating proactive actions to resolve end-user experience and improve the overall IT ecosystem. The candidate will be utilizing data to create PowerShell scripts used to initiate solutions. 

​Required Skills & Qualifications:

  • Advanced troubleshooting skills / 5+ years of Information Technology and Customer Service experience

  • Professional exposure to data analytics (making recommendations & creating solutions)

  • Experience modifying/updating PowerShell scripts

Preferred Skills & Qualifications:

  • PowerShell scripting experience writing from scratch

  • Corporate/MacOS troubleshooting + Bash Scripting experience

  • Exposure to Nexthink technology

  • Associates degree OR and equivalent combination of education and/or experience

  • Understands various components like ITSM tools and integrations of tools with ITSM

  • Experience with analyzing system logs, events, and monitoring alerts

  • Experience with diagnosing, resolving, and delivering root cause analysis for automatic alerts, issues, and incidents

  • Experience with identifying & investigating reoccurring issues and working with responsible support groups on addressing them (e.g., Network, SCCM, Security, Service Desk, Onsite Support)

  • Understand how various components works in end user environment - Antivirus, malware protection, desktop deployment, software distribution, client server applications, network environment etc.

Day-to-Day Responsibilities:

  • Provide First Level / Second Level of support and convey resolution to customer issues

  • Provide white-glove support to escalations

  • Perform ongoing maintenance

  • Proficiency in design build and resolution implement

  • Providing input for script packaging and assist in deployment scenarios

  • Create HLD and LLD documents for resolution implementation

  • Good understanding of process to identify use cases analyzing the environment and proactively implement resolution

  • Identify area of automation for issues being reported in the environment

  • Able to review data produced, analyze, and come up with strategies to configure use case and proactively resolve issues.

  • Reporting and technical documentation as needed

Areas of Focus:

  • Proactive Hardware & Software problem-solving on workstations

  • Analysis of trends and recording current health status of workstations

  • Identification where and when the issue occurred and how many users are impacted

  • Analysis of the events in timeline to identify root causes of issues very quickly

  • Maintenance and creation of Investigations, Campaigns, Services, Alerts, Metrics, Scores & Campaigns

  • Cooperation with various technical teams on root cause analyses and remediation plans

  • Documentation of findings and recommendations

  • Supporting & troubleshooting IQVIA solutions to components focusing on administration, operations, and maintenance of proactive software to hardware and software

  • Check the Appliance health (CPU, Disk & Memory Utilization)

  • Recommending automation candidates and actively supporting EUCA Service Development in development/testing/implementation of new remediation scripts

  • Prepare Weekly and monthly status reports. Participate in business meetings with various stake holders on a need basis. Take corrective actions based on the customer satisfaction surveys. Work on the service improvement programs.

  • Able to lead small projects within the team



IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities.

As the COVID-19 virus continues to evolve, IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding vaccination status.

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