IT Service Desk Analyst - Senior

Official Job Title: IT Support Specialist - Senior Job Level : Associate - Individual Contributor Department : Information Technology Role Overview: The Service Desk Analyst is a key technical and operational resource within the IT Service Desk team. This role is responsible for providing advanced support to resolve complex technical issues, mentoring junior team members, and ensuring service requests and incidents are handled in alignment with organizational SLAs and ITIL best practices. The Senior Service Desk Analyst acts as an escalation point and plays a critical role in maintaining high levels of customer satisfaction. Key Responsibilities

• Technical Support Provide advanced troubleshooting and resolution for incidents and service requests, including hardware, software, and network issues
• Serve as the primary escalation point for complex technical problems.
• Perform root cause analysis (RCA) for recurring issues and work with relevant teams to implement permanent fixes. Incident and Request Management Log, categorize and prioritize tickets in the IT Service Management (ITSM) system.
• Ensure incidents and requests are resolved or escalated within SLA timelines.
• Follow up with stakeholders to confirm resolution and gather feedback.
• Knowledge Management and Mentorship
• Create and update knowledge base articles, troubleshooting guides, and user documentation.
• Provide mentoring, training, and guidance to junior service desk analysts.
• Lead team knowledge-sharing sessions to address common issues and solutions.
• Process Compliance and Improvement Ensure adherence to ITIL-aligned processes for incident, problem, and change management.
• Identify process inefficiencies and propose solutions to improve service delivery.
• Collaborate with IT teams to streamline workflows and enhance the user experience.
• Customer Engagement and Satisfaction
• Build strong relationships with end-users and stakeholders to enhance customer satisfaction.
• Actively monitor customer feedback and address any concerns or complaints.
• Advocate for end-user needs in discussions with IT leadership and technical teams.
• System Monitoring and Reporting Monitor IT systems and services to identify potential issues proactively.
• Generate and analyze reports on service desk performance, ticket trends, and SLA adherence.
• Recommend and implement actions based on performance metrics.

• Education Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 3-5 years of experience in IT support or a service desk role, with at least 1-2 years in a senior or lead capacity
• Experience with ITSM tools such as ServiceNow, Jira, or BMC Remedy
• Proven expertise in troubleshooting Windows/Mac OS, Office 365, VPNs, and common enterprise applications.
• Strong problem-solving and analytical skills.
• Exceptional customer service and communication abilities.
• Ability to multitask and prioritize effectively in high-pressure situations.
• Familiarity with ITIL frameworks and best practices.
• Proficiency with remote support tools and techniques
• ITIL Foundation (v3/v4).
• CompTIA A+, Network+, or similar certifications.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.