Senior Service Desk Analyst 19J25

A Senior Service Desk Analyst plays a crucial role in providing top-tier support and technical assistance within an organization. As a key member of the IT support team, this individual is responsible for managing and resolving complex technical issues, ensuring the smooth operation of IT services within the organization. The Senior Service Desk Analyst acts as a liaison between end-users and technical teams, providing expert guidance and mentorship to junior analysts. This role requires a deep understanding of IT systems, excellent problem-solving skills, and the ability to communicate effectively with both technical and non-technical stakeholders. In addition to day-to-day support activities, the Senior Service Desk Analyst participates in projects aimed at improving service delivery and enhancing the IT support infrastructure.

Responsibilities

• Provide advanced-level troubleshooting and technical support for end-user issues.
• Mentor and guide junior service desk analysts to enhance their skills.
• Maintain and improve knowledge management documentation for team reference.
• Coordinate with IT teams to resolve complex technical problems efficiently.
• Monitor and ensure compliance with service-level agreements and KPIs.
• Assist in the planning and implementation of IT service improvement projects.
• Deliver timely and accurate updates to stakeholders and management regarding incidents.
• Develop and implement training programs for IT support staff members.
• Conduct regular audits of service desk processes to identify areas of improvement.
• Participate in on-call rotations to provide after-hours support when needed.
• Analyze service desk data to identify trends and recommend solutions for recurring issues.
• Collaborate with vendors and external partners to resolve hardware and software issues.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• Minimum of 5 years of experience in an IT service desk environment.
• Strong analytical and problem-solving skills with a proactive attitude.
• Proven experience leading or mentoring a team in a service desk environment.
• Excellent communication skills, both verbal and written, with diverse audiences.
• Proficiency in IT service management tools and software applications.
• Ability to work effectively under pressure in a fast-paced, dynamic environment.