Service Desk Process Analyst

Voted one of Chicago's Best Places to Work by the Chicago Tribune for the ninth year in a row, Clarity Partners is hiring!

Clarity Partners is seeking an Service Desk Process Analyst local to Chicago, IL. This is a full-time opportunity on a large-scale client facing project. This position will report in a onsite setting. We are seeking three (3) Analysts split evenly across the following shifts:

Shift Options:

• AM Shift: 12:00 AM – 12:00 PM
• PM Shift: 12:00 PM – 12:00 AM

Responsibilities:

• Supervise daily service desk and desktop support operations to ensure high-quality service delivery.
• Manage call queues, ticket workflows, and resource allocation based on priority and impact.
• Monitor ticket lifecycle to ensure timely resolution and SLA adherence.
• Serve as the primary escalation point for complex issues and operational challenges.
• Lead communications during major incidents, providing timely and clear updates to stakeholders.
• Translate technical issues into concise, business-friendly messaging for non-technical audiences.
• Coach, mentor, and develop team members through hands-on leadership and real-time feedback.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Plan and manage staffing schedules to meet service demands and coverage requirements.
• Balance workloads and monitor team performance to optimize efficiency and service quality.
• Analyze service desk metrics, workflows, and systems to identify improvement opportunities.
• Manage and optimize ACD and ticketing systems, including reporting and process enhancements.
• Maintain and update service desk documentation, procedures, and knowledge resources.
• Collaborate across shifts and teams to drive consistency, knowledge sharing, and operational excellence.