Senior Service Desk Analyst
Core
Senior technical escalation point and team anchor for the IT Service Desk, handling complex incidents and driving process improvements.
Role type
Senior IC Service Desk Analyst
Builds
IT service stability and operational efficiency for internal users
Domain
IT Service Management / Technical Support
Required skills
Advanced troubleshooting, ITSM tools, Identity & Access Management, Microsoft 365 administration, Google Workspace Administration, Network connectivity, Endpoint diagnostics, Knowledge base management, Team mentoring, Incident management
Preferred skills
Automation, Self-service opportunities, Process documentation
Technologies
ServiceNow, Jira, Okta, Microsoft 365, Google Workspace, Slack, Zoom
Responsibilities
Escalate and resolve complex hardware, software, and network issues; Monitor ticket queues and SLA dashboards; Author and audit knowledge base articles; Train junior analysts; Lead shift handovers and stakeholder meetings; Manage service desk performance metrics; Support major incident management.
Seniority
Senior, hands-on IC