Senior Service Desk Analyst

Responsibilities:

•Log, prioritize, and manage incidents reported by end-users.

•Escalate issues to the appropriate level of support when necessary.

•Provide first-line support and resolve end-user issues related to various IT systems and applications.

•Respond to user queries, troubleshoot problems, and provide solutions.

•Assist end-users with day-to-day IT operations, including software, hardware, and network issues.

•Communicate with end-users, technical teams, and stakeholders to ensure effective incident resolution.

•Provide regular updates on the progress of incidents and changes.

•Manage expectations and ensure alignment between business and IT.

•Maintain a knowledge base of known issues, solutions, workarounds, and best practices.

•Share knowledge and provide guidance to end-users to enable self-service where possible.

•Document and disseminate common issues and solutions.

Qualifications:

•ITIL Foundation certification is highly preferred.

•Excellent communication and interpersonal skills.

•Strong analytical and problem-solving abilities.

•Ability to work well in a team and collaborate with stakeholders.

•Adaptability and willingness to learn new technologies.

•Attention to detail and commitment to quality.

•Time management and organizational skills.

•Prior experience in a service desk or help desk environment, preferably supporting various IT systems andapplications.

•Familiarity with IT service management (ITSM) processes and tools.

•Knowledge of common IT systems, software, and hardware.

•Experience in incident management, change management, and knowledge management.