Senior Service Desk Analyst

Role Description The Senior Service Desk Analyst is a part-time remote role responsible for providing advanced support to end users and ensuring timely resolution of technical and service-related issues. Day-to-day tasks include handling escalated service desk tickets, diagnosing and resolving hardware, software, and network problems, and managing incident and request workflows in the ticketing system. The role involves collaborating with other IT teams to address complex issues, documenting solutions and procedures, and contributing to knowledge base articles to improve self-service and first-level support. The Senior Service Desk Analyst will also mentor junior service desk staff, help refine support processes, and maintain high standards of customer service and service-level compliance in a remote work environment.
Qualifications

• Candidates should possess strong Technical Support and Troubleshooting skills to resolve complex hardware, software, and network issues.
• Candidates should possess solid Analytical Skills to assess problems, identify root causes, and recommend effective solutions.
• Candidates should possess excellent Customer Support and Customer Service skills to assist users, manage expectations, and communicate clearly.
• Candidates should possess proficiency with service desk and ticketing tools, remote support software, and standard operating systems and productivity applications.
• Candidates should possess strong written and verbal communication skills, with the ability to explain technical information in clear, accessible language.
• Candidates should possess experience in a senior or lead service desk role, including incident management and coordination with other IT teams.
• Candidates should possess the ability to work independently in a remote environment, manage time effectively, and prioritize multiple requests.
• Candidates should possess relevant education or certifications such as CompTIA A+, ITIL Foundation, or equivalent practical experience.