Senior Service Desk Analyst (225-1004)

A Senior Service Desk Analyst is a pivotal position within the IT department responsible for providing advanced technical support and guidance to resolve complex IT issues. As the primary point of contact for IT service management, this role requires an individual with strong problem-solving skills and extensive experience in managing support tickets, troubleshooting client systems, and ensuring user satisfaction through efficient and effective problem resolution. The ideal candidate will possess excellent communication skills, a deep understanding of IT service operations, and the ability to mentor junior team members. This role not only demands technical expertise but also project management and leadership abilities to improve service delivery and enhance the overall efficiency of IT services offered to the organization.

Responsibilities

• Manage and prioritize support tickets to ensure timely issue resolution.
• Provide advanced technical support and troubleshooting for IT-related issues.
• Develop and implement efficient service desk processes and systems.
• Mentor and guide junior service desk analysts on best practices.
• Coordinate with other IT teams to escalate and resolve complex issues.
• Ensure all service desk operations align with company policies and standards.
• Monitor service desk metrics and compile reports on performance and areas for improvement.
• Utilize problem-solving techniques to mitigate recurring technical issues.
• Maintain and update service desk documentation and knowledge bases.
• Participate in the development of IT service educational materials for end-users.
• Assist in identifying and implementing new tools to streamline service desk functionalities.
• Act as a liaison between the IT department and other business units.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 3-5 years’ experience in an IT support or service desk role.
• Strong understanding of IT service management frameworks, such as ITIL.
• Excellent communication and interpersonal skills to interact with users and stakeholders.
• Proficiency in using ticketing tools and remote support applications.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Strong leadership skills with the ability to mentor and develop junior staff members.