Sr IT Service Desk Analyst

• Serve as the primary escalation point for Tier 1 and Tier 2 analysts for complex or non-standard incidents.
• Independently resolve advanced incidents involving hardware, software, mobile devices, Microsoft 365 services, line of business apps, and contact center systems.
• Perform deep technical troubleshooting, root cause analysis, and permanent solution implementation.
• Support device imaging, application deployments, endpoint configuration, patching, and advanced workstation issues as required.
• Be the authority in technical ticket quality to ensure robust documentation prior to escalation to other teams.

Leadership & Mentorship

• Provide mentoring, guidance, and on-the-job training to junior analysts to enhance technical capability and service consistency.
• Act as a technical authority within the service desk, influencing best practices for troubleshooting, documentation, and service delivery.
• Assist with onboarding new team members and conduct peer reviews of tickets to ensure quality and accuracy.
• Model professionalism, accountability, and composure during high-volume periods, major incidents, or business-impacting events.
• Demonstrate flexibility to support the team during peak demand, coverage gaps, and special event needs.

Continuous Improvement & Operations

• Develop, maintain, and enhance technical knowledge base content, SOPs, and internal documentation.
• Analyze ticket trends and operational data to identify recurring issues and recommend process or technology improvements.
• Contribute to operational reporting and service desk metrics to improve performance and customer experience.
• Participate in major incident response, including coordination, communication, and after-action reviews.

• Partner with infrastructure, network, application, and security teams to improve resolution at the service desk level.

• Participate in service desk projects and operational initiatives (e.g., Kanban board optimization, process refinements).
• Provide thought leadership for procedure and policy adjustments that improve KPIs and the customer service experience.

Service Desk Excellence

• Support 24x7x365 operational coverage through participation in rotating shifts.
• Collaborate cross-functionally to resolve issues spanning multiple technical teams.
• Demonstrate flexibility to support peak demand, vacation coverage, and unplanned absences while maintaining high standards of professionalism, customer service, and communication during all user interactions.

• Bachelor’s degree or reputable certifications in information technology or a related field, or equivalent hands-on experience in technical support roles.
• 4-6 years of experience in IT service desk, deskside support, or similar technical support environments, including advanced escalation responsibilities.
• Advanced experience supporting industry-standard software and technologies, including Microsoft Office, Adobe products, mobile platforms, remote access tools, and telephony systems.
• Advanced analytical and problem-solving skills, with experience identifying trends, interpreting ticket data, and driving continuous improvement through automation, scripting, and reporting leveraging ITSM and analytics tools
• CompTIA A+, Network+, Microsoft certifications, Cisco Certifications, or ITIL Foundation certification.
• Exceptional customer service, communication, and interpersonal skills, with the ability to clearly explain complex technical issues to non-technical audiences and influence outcomes.
• Demonstrate history of participation in major incident response.
• Experience supporting a 24x7 operational environment or high-volume (Global Enterprise) service desk, with many remote based employees.