Lead Analyst, Service Desk
Core
Provide insights, analytics, and operational intelligence to improve Service Desk performance, reduce contact volume, and enhance user experience across IT engagement channels.
Role type
Lead Analyst, Service Desk Operations & Analytics
Builds
Actionable recommendations for Service Desk strategy, automation opportunities, and self-service effectiveness
Domain
IT Service Management (ITSM) / Customer Experience
Deliverable
dashboards & analysis
Required skills
Service Desk analytics, root cause analysis, trend analysis, data-driven decision making, cross-organizational collaboration, continuous improvement enablement
Preferred skills
Service Desk transformation, dashboarding for executive audiences, customer experience metrics, journey analysis
Technologies
Service Desk platforms, reporting tools
Responsibilities
Own Service Desk reporting and performance insights; Analyze data to identify trends and recurring issues; Translate insights into operational recommendations; Support strategy and roadmap prioritization; Develop executive dashboards and scorecards; Partner with automation and support teams to improve workflows; Monitor SLA and user satisfaction metrics.
Seniority
Mid-level, hands-on IC