Sr. Analyst - Service Desk S 4B
Core
Lead the implementation, configuration, and enhancement of ITSM tools and processes while monitoring service levels and KPIs to ensure SLA compliance.
Role type
Senior IT Service Desk Analyst
Builds
IT service excellence and process improvements
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
ITSM tools, Incident management, Problem resolution, Change management, Trend analysis, Root cause analysis, ITSM documentation
Preferred skills
Agile Methodology, Business Continuity Planning (BCP), Design Thinking, Mac OS Support
Technologies
ITSM tools, Mac OS
Responsibilities
Lead implementation and configuration of ITSM tools; Monitor service levels and KPIs; Provide guidance in incident, problem, and change management; Conduct trend and root cause analysis; Develop and maintain ITSM documentation.
Seniority
Senior, hands-on IC
