Senior Service Desk Analyst

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)