Senior Service Desk Analyst (225-820)

As a Senior Service Desk Analyst, you will play a critical role in providing high-level technical support and guidance to end-users, ensuring seamless and efficient operations of IT systems within the organization. Your expertise in troubleshooting and resolving complex technical issues will be invaluable as you provide support via phone, email, and other digital communication channels. Working closely with different departments, you will ensure that all concerns are addressed promptly and efficiently to minimize downtime and enhance productivity. By maintaining a thorough understanding of company IT systems, software applications, and hardware, you will be a key contributor in optimizing technology use. This role requires excellent communication skills, a problem-solving mindset, and the ability to manage multiple tasks simultaneously while providing leadership and mentorship to junior staff members.

Responsibilities

• Provide advanced technical support to resolve complex IT issues promptly and efficiently.
• Oversee the daily operations of the service desk, ensuring efficient management of support requests.
• Collaborate with IT teams to ensure seamless integration and functionality of new software applications.
• Conduct regular system audits and recommend improvements to enhance technology performance.
• Mentor and guide junior staff, fostering a learning environment for skill development.
• Document troubleshooting processes and create guidelines for recurring technical issues.
• Analyze system and user trends to proactively address potential technical disruptions.
• Coordinate with vendors for maintenance and support of hardware and software solutions.
• Ensure compliance with IT policies and procedures to safeguard data and systems security.
• Facilitate training sessions for employees to optimize their use of IT resources.
• Maintain a comprehensive understanding of corporate IT infrastructure and service desk software.
• Participate in strategic planning to align service desk operations with business goals.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• A minimum of five years of experience in a technical support role or similar position.
• Strong analytical and troubleshooting skills with the ability to solve complex issues.
• Proven experience in working within a service desk or IT support environment.
• Excellent communication skills, both verbal and written, for effective user interactions.
• Capability to manage multiple tasks and prioritize effectively under pressure.
• Familiarity with various operating systems, networking, and IT security principles.