Senior Service Desk Analyst

Job Purpose:

In this role, Level 1 and 2 technical and remote phone support to customers and internal departments is required. The Service Desk is a customer facing entity and the main activities incorporate call handling and basic to intermediate technical services to customers and internal departments. These services include responding to and resolving customer support requests (phone calls, emails or tickets logged directly in the ITSM Platform) within the defined Service Level Agreements (SLAs).

Service Desk Analysts are expected to deliver high quality and professional service to customers and internal departments.

Duties & Responsibilities:

• Respond to technical assistance requests via phone, email, and ITSM Platform in an effective and timely manner

• Log all help desk interactions in the client’s nominated ticketing system (Connectwise)

• Diagnose, troubleshoot and resolve all hardware and software operating issues in line with agreed SLAs

• Advise users on appropriate actions in respect of technical queries, keeping them informed of relevant updates

• Action and escalate situations requiring urgent attention to other internal departments as required

• Perform basic administration tasks (such as password resets, and account creations/deletions) as defined in the specific customer configuration work rules

• Perform backup checks and raise tickets for errors

• Provide guidance to Service Desk Analysts, assisting with requests, troubleshooting, and next steps to resolution;

• Facilitate training sessions for new or existing employees based on customer and internal requirements;

• Perform impact analysis and incident identification to determine if requests and incidents assigned to the Service Desk require escalation to the next level (End User Compute, MS Engineering, Networks, Unified Communications);

• Track and route common problems and requests, documenting resolutions

• Review, update and provide improvements to processes within the Knowledge Management System

• Effectively work on Quality Assurance, service initiatives, projects, and other tasks delegated by the Team Leader.

• Participate in a rotating roster or on-call roster as directed by the Service Desk Team Leader;

• Attend customer sites to deliver technical support when required.

• Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:

  • Account modifications

  • Office 365 Administration

  • Alert Handling

Additional Responsibilities:

• Achieve personal KPIs at all times

• Other duties may be delegated by the Business Unit Manager from time to time.

• Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.

Qualifications:

• Bachelor’s degree in Computer Science (or a related field) is highly desirable;

• Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred; 

• Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and

• ITIL Foundation v3 certification is required.

• Minimum 5  years experience with a high technical up to date skill set in  (to a level 2 capability) Service Desk or other customer-facing technical support roles. 

• Previous experience in a Managed Service or Professional Services environment preferred; and

• Sound understanding of ITIL Framework.​