Full-Time Senior Service Desk Analyst

Senior Service Desk Analyst

Provide technical support to end-users.

Handle technical issues, troubleshooting software and hardware.

Ensure efficient IT system operation.

1. Technical Support: Provide Level 1-3 support via phone, email, chat, or in-person. Escalate complex issues.
2. Incident Management: Log, track, and prioritize incidents using IT service tools. Ensure timely resolution and adherence to SLAs.
3. Problem Resolution: Analyze recurring issues, recommend solutions, and collaborate with teams to implement preventive measures.
4. User Training & Documentation: Create user-friendly guides and conduct training to empower self-resolution of common issues.
5. Asset Management: Maintain IT assets, software licenses, and configurations, ensuring accuracy through audits and updates.
6. Continuous Improvement: Enhance processes, tools, and workflows to improve service delivery and team efficiency.

Requirements:

• Bachelor's degree in related field (or equivalent experience)
• Minimum 2-3 years in a technical support role
• Strong proficiency in troubleshooting software and hardware issues on Windows and/or Mac platforms
• Strong problem-solving and analytical skills
• Knowledge of ITIL framework and experience with IT service management tools (e.g., ServiceNow, Jira Service Management)
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Customer-focused attitude and commitment to high-quality support
• Certifications such as CompTIA A+, MCDST, or ITIL Foundation are a plus

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