Senior Service Desk Analyst

About the Job
As a Senior Service Desk Analyst, you will play a key role in providing advanced technical support to end-users, ensuring the smooth operation of IT systems, and contributing to the overall efficiency of the organization. Leveraging the expertise, you will troubleshoot complex issues, mentor junior team members, and collaborate with cross-functional teams to enhance the quality of remote support services. You should be able to identify, capture, and organize information as knowledge assets for knowledge sharing. Support window includes all 24/7 office users as well as remote users at home location (WFH)

As Senior Service Desk Analyst, You Will…

Provide expert-level technical support for hardware, software, and network-related issues
Diagnose and resolve complex problems efficiently, ensuring minimal downtime for end-users
Mentor and guide junior support analysts in problem-solving, troubleshooting techniques, and customer service best practices
Conduct training sessions to enhance the skills of the remote support team
Manage and prioritize escalated support issues, ensuring timely resolution and effective communication with end-users
Collaborate with other support tiers and departments for seamless issue resolution
Maintain accurate and detailed documentation of troubleshooting steps, solutions, and best practices
Contribute to the development of a knowledge base and ensure its accessibility to the support team
Optimize the use of remote support tools and technologies to enhance efficiency in issue resolution
Stay informed about the latest advancements in remote support tools and recommend improvements
Uphold a high standard of customer service, ensuring positive interactions with end-users
Address and resolve challenging customer situations professionally and efficiently
Identify opportunities for process improvement and actively participate in the implementation of new tools and methodologies
Provide insights and recommendations for enhancing the overall remote support strategy
Ensure adherence to cybersecurity best practices in remote support activities
Stay informed about emerging security threats and implement measures to safeguard systems and data
Improve existing processes through process gap analysis, reduction of process redundancies, enforcement of risks and controls and proposing automation
Develop reporting mechanisms to measure ongoing performance and bottlenecks
Provide accurately and timely information to users in accessible formats
Act as a liaison from Service Desk to L0 Service Desk and all other departments and business units
Coordinate the knowledge article feedback to review the comments and assign to the knowledge or process owner to review the article
Recommend improvements to the Knowledge or process owner

As Senior Service Desk Analyst, You Have…

Must be a full time technical graduate
Must have a minimum or 3-5+ years of experience in IT service Desk Operations and Technical Troubleshooting
Must have good logical probing, understanding and troubleshooting skills
Good to have experience in working on ticketing system tools like Jira, Service Now or Remedy
Experience with remote support tools and technologies
Familiarity with IT service management (ITSM) processes and tools
Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are a plus
Must have exceptional English written and verbal communication skills
Concentrated, hands-on experience in installing, diagnosing problems and training customers in the use of software and hardware
Hands on experience on Windows OS, AD, User Administration along with other complex issues related to system, Network, Proxy and VPN
Hands on experience in Major Incident Management
Excellent knowledge of technical management, information analysis, and of computer hardware/software systems
Experience in knowledge management content development (create, edit, validate and manage knowledge articles) or technical writing
Clarity and understanding of process management and Process Improvement
Excellent collaboration, facilitation and training skills
Ability to follow SOPs and resolve issues
Self-motivated and should have the ability to multitask with ability to think and act independently
Strong critical analytical skills, excellent customer service skills
Strong relationship-building skills, can network and work well with remote stakeholders
Typing speed of a minimum 30 words per minute
Ability to speak Spanish is plus but not compulsory