Senior Service Desk Analyst

Job description

Overview We invite you to become part of our esteemed IT Workforce Care Team as a Senior Service Desk Analyst. In this role, you will be a key member of the technical support team, responsible for overseeing team operations and delivering the highest level of customer service, as measured by metrics such as NPS, SLAs, AHT, and Compliance. You will handle the most complex technical issues, drive innovation and simplification for the team and customers, manage mid-sized technical projects, and promote operational excellence. You will mentor a mid-sized team on technical aspects and maintain accurate records in the CMDB. As an Senior Service Desk Analyst, you are dependable and proven in solving complex technical challenges — independently following, editing, and creating KCS content while actively training and mentoring junior team members. Senior Service Desk Analyst build durable, repeatable processes and are key contributors to solution delivery and ongoing support alongside engineering, leveraging AI-enhanced self-help and analysis tools, and may also serve as Team Leads as part of their leadership developmentAs a Senior Service Desk Analyst, you will be a pivotal player in ensuring optimal customer service through effective technical support, and it is critical that you possess excellent leadership skills and technical expertise. As a Service Desk Analyst, you will provide technical assistance to users of the organization, responding to their inquiries, evaluating and resolving issues related to IT equipment and applications. Your work will involve providing technical care to all aspects of the information systems unit, including system hardware, operating systems, applications, and networks. You will work closely with the organization's IT department, providing assistance on work that may be beyond the scope of your expertise. As a Service Desk Analyst, you will serve as a single point of contact for any system-related issues and provide support relating to common incidents. Your role as a Service Desk Analyst-2 is critical in ensuring smooth business operations by resolving any technical issues swiftly and serving as the primary support channel for the organization's IT systems. Responsibilities Technical Craft • Systematic Troubleshooting: Confident, near-mastery application of structured diagnostic methods and repeatable patterns to identify root causes, resolve issues efficiently, and document learnings for future use. • Tool & Technology Mastery: Consistent speed of ramp on evolving hardware, operating systems, collaboration tools, and security protocols; demonstrates competency across core platforms (Windows, macOS, iOS, Android, networking, enterprise software). • Technical Adaptability: Rapidly adapts to new tools, configurations, or technology stack changes; learns and applies emerging technologies with minimal downtime. • Security & Compliance Awareness: Developing SME-level expertise in embedded, multi-layered, multi-tool integrations for security, privacy, and compliance requirements across all technical resolutions; serves as SME for key systems and contributes reusable patterns to the knowledge base. • Cloud & Enterprise Systems: Provide technical expertise and support for cloud-based technologies such as O365, G Suite, Active Directory, Cloud PC, and AWS, and support Intune/MDM systems to keep end-user devices secure and compliant. Execution Excellence • Operational Discipline: Extremely proficient at following established SOPs, escalation paths, and service level agreements (SLAs) consistently. • Time & Task Management: Skilled at accurately estimating, prioritizing, and completing tasks within expected timelines while balancing reactive issues and proactive work; prioritizes tickets based on business impact. • Ticket Quality & Hygiene: Maintains clear, detailed, and standardized ticket notes, ensuring handoffs and escalations are seamless and actionable. • Knowledge Management: Proven KCS champion and leader across all aspects of knowledge content; translates resolutions into well-documented articles for teammates and end users. • Accountability & Ownership: Takes extreme ownership of issues end-to-end, proactively addresses bottlenecks, ensures closure with quality outcomes, manages escalations, and conducts root cause analysis with engineering partners. Customer-Centric Outcomes • Empathy & Communication: Actively listens, shows empathy, and communicates solutions clearly in customer-friendly language. • Speed & Consistency: Delivers fast, reliable resolutions while maintaining quality and minimizing disruption to the customer's work. • Customer Obsession: Goes beyond the “fix” — anticipates needs, reduces friction, and ensures the customer feels supported throughout the experience; improves CSAT by delivering proactive, tailored technical care. • Proactive Problem Prevention: Identifies recurring patterns and proposes preventive measures, automation, or self-service solutions to reduce future incidents. • Innovation & Experimentation: Tests new support methods, tools, or approaches to improve customer experience and technical resolution speed. Accelerating Teams • Collaboration & Knowledge Sharing: Shares insights, tools, and troubleshooting methods with teammates to elevate collective expertise. • Mentorship & Coaching: Delivers consistent support of junior team members through guidance, shadowing, and feedback to accelerate their development. • Continuous Improvement Mindset: Actively participates in retrospectives, process refinements, and innovation forums to improve team workflows. • Cross-Functional Partnership: Builds meaningful, strong relationships with engineering, product, and business stakeholders to influence upstream fixes and align support outcomes with company priorities. • Team Productivity & Scaling: Acts as a force multiplier,