Senior Service Desk Analyst

Job description

Job Description: The Senior Service Desk Analyst acts as a technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope, and driving process and quality improvements. This role combines hands-on technical resolution, ensuring SLA adherence, high customer satisfaction, and continuous improvement across the service desk function. Key Responsibilities: • Serve as a senior point of contact and technical escalation path for complex or high-priority IT incidents and service requests received via phone, email, chat, or ticketing systems. • Review, re-prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets. • Provide advanced troubleshooting for hardware, software, network, and application issues that junior analysts have been unable to resolve at first level. • Own and resolve complex technical issues, including: o Advanced account, identity, and access management issues (Okta) o Microsoft 365 administration-level support / Google Workspace Administration (mailbox, licensing, and configuration issues) o VPN, network connectivity, and remote access troubleshooting o Endpoint, OS, and peripheral device issues requiring deeper diagnostics o Email, collaboration tool, and application integration issues(Slack, Zoom) • Act as the primary escalation contact between the service desk and Level 2/3 support teams, ensuring context is properly handed off and following up to closure. • Monitor ticket queues and SLA dashboards proactively, intervening on at-risk tickets and backlog before breaches occur. • Author, review, and maintain knowledge base articles and SOPs; audit team-submitted articles for accuracy and completeness. • Provide on-the-job training to junior and mid-level Service Desk Analysts, including shadowing and quality reviews of their tickets/calls. • Lead or actively participate in shift handovers, team huddles, and stakeholder meetings, representing the service desk's operational status. • Take ownership of key service desk performance metrics like First Contact Resolution (FCR), SLA compliance, Customer Satisfaction (CSAT), Average Resolution Time (ART), and lifecycle management. • Drive continuous service improvement initiatives: identifying recurring issues, proposing automation/self-service opportunities, and contributing to process documentation. • Support major incident management by coordinating communication and technical response until Level 2/3 teams take over. • Assist with onboarding, training material development, and coverage planning for the shift roster. Qualifications • Bachelor's degree or diploma in Information Technology, Computer Science, or a related field. • 3–5 years of experience in an IT Service Desk, Help Desk, or Technical Support role demonstrated experience handling escalations or guiding analysts • Knowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems. • Excellent verbal and written communication skills • Customer-focused approach with strong interpersonal skills. Shift Pattern: U.S. Business Hours / Rotational Shifts (Flexible based on business requirements)