Senior Service Desk Analyst 26N25

The Senior Service Desk Analyst is a pivotal role within our IT support team, responsible for providing high-level technical assistance and resolution to end-user issues. As a seasoned professional, you will handle complex requests, ensuring continuity and quality of our technology services. You will lead in identifying and troubleshooting issues related to software, hardware, and network systems, making significant contributions to process improvements and efficiency. With a deep understanding of our IT systems and operations, the Senior Service Desk Analyst will oversee junior staff and work collaboratively across teams to maintain optimal performance and user satisfaction. This position requires excellent communication skills, a strategic problem-solving mindset, and an ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Provide advanced troubleshooting support and resolution for end-user IT issues.
• Supervise, mentor, and provide guidance to junior service desk analysts.
• Ensure timely follow-up and resolution of tickets within service-level agreements.
• Identify recurring problems and recommend solutions to enhance service delivery.
• Manage and prioritize multiple support requests simultaneously in a fast-paced setting.
• Collaborate with IT teams to implement system upgrades and enhancements.
• Document and update support knowledge base with known issues and resolutions.
• Develop and conduct training sessions for new staff and end-users as necessary.
• Analyze service desk performance metrics and prepare reports for management.
• Stay updated on industry trends and emerging technologies relevant to our business.
• Assist with the configuration and maintenance of IT hardware and software systems.
• Participate in incident management and emergency response activities as required.

Requirements

• Bachelor’s degree in Information Technology or a related field preferred.
• Minimum five years of experience in a technical support or service desk role.
• Strong knowledge of Windows, Microsoft Office, and network troubleshooting.
• Proven experience with service desk software and ticketing systems.
• Excellent problem-solving skills and the ability to manage multiple tasks.
• Exceptional customer service skills and effective communication abilities.
• Certifications such as ITIL, CompTIA A+, or similar are highly desirable.