Nextgen Tech Jobs
In Technology Group
Senior Service Desk Analyst
We are a dynamic organization committed to delivering exceptional IT support and ensuring seamless operations across our systems. With a focus on innovation, efficiency, and customer satisfaction, we empower businesses to thrive in a competitive landscape. We are seeking a skilled Senior Service Desk Analyst to join our IT team and provide advanced support to our users while contributing to the continuous improvement of our IT services.
Role Overview
As a Senior Service Desk Analyst, you will be the escalation point for complex technical issues, providing expert-level support to end-users and junior team members. You will play a key role in troubleshooting, resolving issues, and maintaining service standards, ensuring optimal performance across IT systems and infrastructure.
Key Responsibilities:
- Act as the primary escalation point for advanced technical issues raised by the service desk team.
- Provide first-line and second-line support for IT systems, including hardware, software, and network issues.
- Collaborate with internal teams to resolve complex incidents and implement long-term solutions.
- Monitor service desk performance, ensuring SLA targets are met and user satisfaction is achieved.
- Mentor and support junior service desk analysts, sharing knowledge and best practices.
- Document troubleshooting steps, resolutions, and processes to enhance the knowledge base.
- Assist in system upgrades, patch management, and routine maintenance tasks.
- Identify and suggest improvements to IT processes and support procedures.
Requirements:
- Proven experience in an IT support or service desk role, with a focus on complex issue resolution.
- Strong technical knowledge of Windows operating systems, Active Directory, Office 365, and networking fundamentals.
- Excellent troubleshooting and problem-solving skills, with attention to detail.
- Familiarity with ITIL frameworks and service management best practices.
- Strong communication and interpersonal skills, capable of engaging with technical and non-technical users.
- Experience using service desk tools and ticketing systems.
- Relevant certifications such as CompTIA A+, ITIL Foundation, or equivalent are advantageous.
- Degree in IT, Computer Science, or a related field is preferred but not essential.
What We Offer:
- Competitive salary and benefits package.
- Opportunities to work in a collaborative and innovative IT environment.
- A workplace culture that values growth, teamwork, and service excellence.
- Access to training and certification programs to enhance your technical skills and career progression.
Application Process:
If you are a dedicated IT professional with a passion for delivering top-tier support and driving service improvements, we encourage you to apply. Join our team as a Senior Service Desk Analyst and contribute to the success of our IT operations.
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