Senior Service Desk Analyst

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