Full-Time Senior Service Desk Analyst

As a Senior Service Desk Analyst, you will take on a 2IC-level role, providing both hands-on technical support and leadership within the team.

Key Responsibilities:

1. Provide Level 1-3 support for software, hardware, networks, and IT systems.
2. Escalate complex issues as needed.
3. Log, track, and prioritize incidents using IT service tools.
4. Ensure timely resolution and adherence to SLAs.
5. Analyze recurring issues, recommend solutions, and collaborate on preventive measures.
6. Create user-friendly guides and conduct training.
7. Maintain IT assets, software licenses, and configurations.
8. Enhance processes, tools, and workflows to improve service delivery.

Requirements:

• Bachelor's degree in IT, Computer Science, or related field.
• Relevant certifications (e.g., ITIL, CompTIA A+).
• 3-5 years in IT support or service desk roles, with leadership experience.
• Strong troubleshooting skills across hardware, software, and networks.
• Familiarity with IT service management and service desk tools.
• Excellent communication, stakeholder engagement, and leadership abilities.
• Adaptable to fast-paced, dynamic settings.

Additional Skills:

• CompTIA A+, Google IT Support, Google Workspace Administrator, ITIL Foundation.

Benefits:

• Access to SAGED courses through Greenhouse platform.
• Discounts with over 450 retailers.
• Full-time, work-from-home role.
• Access to co-working spaces.
• Mental health support.
• Private health insurance discount.
• Paid parental leave.
• Swag kits.
• Home office equipment allowance.

Company Culture:

• Highly motivated and agile team.
• Opportunities for advancement.

What is the last date for applying to the job?

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