Job Description The Service Desk Business Analyst partners with IT leadership, frontline support teams, and managed service providers to improve end-to-end Service Desk performance. This role focuses on ITSM process analysis, Service Desk workflow optimization, vendor performance management, and knowledge management. The ideal candidate brings hands on experience supporting high volume Service Desk environments and designing processes that improve user experience, ticket quality, speed of resolution, and operational consistency. 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/. Skills and Requirements • 3–7 years of experience in Service Desk operations, ITSM process analysis, or IT support roles. • Strong understanding of ITIL and real world support operations in ticket driven environments. • Demonstrated experience supporting outsourced Service Desk providers and vendor governance. • Strong technical writing experience (knowledge articles, SOPs, troubleshooting steps). • Ability to analyze operational data, extract insights, and recommend data backed improvements. • Strong facilitation skills with experience leading workshops and alignment sessions.