Senior Service Desk Analyst Job Description
Senior service desk analyst
provides basic Exchange / Active directory and Office 365 / Exchange Online support.
Senior Service Desk Analyst Duties & Responsibilities
To write an effective senior service desk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included senior service desk analyst job description templates that you can modify and use.
Sample responsibilities for this position include:
Knowledge of Microsoft Windows, Office 365, Exchange, and basic network terminology and functions
Provide support via telephone, email, remote and desk side visits to users and guests
Diagnose and resolve Incidents
Log and update the Service desk system with all incidents
Escalate Incidents to other teams and third parties
Manage relationships with local third parties and suppliers
Manage, renew and negotiate local contracts with third parties and suppliers
Take ownership of problems and work with suppliers and manufacturers
Ability to diagnose and troubleshoot complex problems and work to a resolution
Create meaningful Knowledge Articles to benefit both users and IT team members
Senior Service Desk Analyst Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Senior Service Desk Analyst
List any licenses or certifications required by the position: ITIL, SDI, MCP, HDI, JAMF, MCSA
Education for Senior Service Desk Analyst
Typically a job would require a certain level of education.
Employers hiring for the senior service desk analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Service Management, Information Systems, Business/Administration, Business, Education, Information Technology, Technology, Associates
Skills for Senior Service Desk Analyst
Desired skills for senior service desk analyst include:
Active directory
Basic desktop/ laptop computer hardware and peripherals
ITIL Service Management best practices
MS exchange and Skype
Problem Management best practice and processes
Office 365
Changing environment
Division
Fast-paced
Multi-platform
Desired experience for senior service desk analyst includes:
Handle initial diagnosis and troubleshooting of alerts
Responsible for research, resolution and reporting of escalated issues and projects
Provides customer service as the primary interface between IT and the business
Troubleshoots problems via phone and email concerning network, PC hardware and software including industry standard applications and UO custom applications
ITIL V3 qualification advantage
Knowledge in the support of servers, workstations, and related components
Senior Service Desk Analyst Examples
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Senior Service Desk Analyst Job Description
Job Description Example
Our company is looking for a senior service desk analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior service desk analyst
- Evaluate incidents/requests for validity and also to make sure that adequate information is available
- Direct the tickets to relevant teams based on content of the ticket/incident
- Distribute workload based on the complexity, priority and availability
- Create templates for outline tasks
- Generate reports on the ticket queues periodically or when requested
- Monitor ticket queue with regard to SLAs, notify relevant teams and thereby help teams to maintain SLAs
- Manage escalations related to tickets & bridge the relevant parties to solve the problems
- Follow up on SLA violations & inform the relevant parties
- Work with Operational Assurance team on LI tasks, which needs to be automated prior to handing them over to Technical Assurance
- Measuring and assessing the overall performance of SSC in a structured way, collecting and assessing information and feedback from various sources related to services, processes and people by using available/creating new reports (KPI, Operational Reports, Global Employee Survey, End User Satisfaction Survey, Satisfaction Survey of Local IT Sites)
Qualifications for senior service desk analyst
- Client Service Orientation (L2)
- Customer Support (L2)
- Work experience of 2 to 3 years in information systems
- Basic computer and operating system knowledge
- Ability to communicate work effectively with other people in difficult and stressful situations
- Provide problem diagnosis, using appropriate support tools and resolution for problems
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Senior Service Desk Analyst Job Description
Job Description Example
Our growing company is looking to fill the role of senior service desk analyst. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for senior service desk analyst
- Enthusiastic and patient with ability to remain calm under pressure
- Familiar with IT Service Desk processes and SLAs
- Utilize advanced technical skills to analyze and resolve technical issues and tasks, including but not limited to setting up shared drives, mapping network drives, installing and updating software, and network troubleshooting
- Provides first, second, and third Level Call Center Support
- Provides application deployment through the use of company approved software distribution mechanisms
- Retains ownership of request and incidents until resolution communicating status to customers and coordinating resolution with relevant support teams
- Provides support for account administration in times of need
- Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
- Providing incident and request management to end users on technology issues
- Answering queries by telephone
Qualifications for senior service desk analyst
- At least a Vocational Diploma, Short Course Certificate Undergraduate, or Bachelor’s/College Degree in any field
- Good interpersonal skills (empathy, verbal dexterity)
- Ability to communicate ideas in both technical and non-technical language
- Have provided 1st/2nd line support for a range of technologies
- Be able to provide technical training to 1st line analysts
- Have strong reporting and documentation skills
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Senior Service Desk Analyst Job Description
Job Description Example
Our company is searching for experienced candidates for the position of senior service desk analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for senior service desk analyst
- Effectively identifies and communicates trends, knowledge article updates, troubleshooting tips, , to the Service Desk, Incident Management, leadership, and cross functional teams
- Resolve any incoming telephone, email or self-submit requests for assistance, documenting the incident information, diagnosing, and resolving the customer incident remotely
- Facilitate the optimum function of the help desk by providing the most efficient customer service to its users and will demonstrate knowledge and understanding of project specific procedures
- Serve as an escalation point
- Display a skill set and is assigned additional project responsibilities
- Identify, research and resolve technical problems while providing exceptional customer service
- Fulfills function of Service Outage lead and facilitator to the Service Outage Process when the Senior Analyst on Site, Initiates and coordinates outage communications, conference calls and any additional functions as requested by the outage technical leads in accordance with Service Outage Process
- Act as escalation point for other analysts
- Will serve as backup to Service Desk Manager when needed, insuring ticket queue I properly managed, staff is appropriately distributed amongst tasks and insure the overall smooth functioning of the Service Desk
- Address and resolve incidents and requests
Qualifications for senior service desk analyst
- Be able to work to tight deadlines and manage multiple work streams
- Experience with improving processes and procedures and creating technical documentation
- Contribute to the on-going development and improvement of the service desk provision
- Cover 1st line analysts when required by management team
- Liaise with internal resolver teams and 3rd party vendors to contribute to the improvement of FLF rates and SLA adherence
- Manage the Audio/Visual systems (Video Conference
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Senior Service Desk Analyst Job Description
Job Description Example
Our company is growing rapidly and is looking for a senior service desk analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior service desk analyst
- Maintain timely and accurate records of all incidents and requests utilizing the Service Desk ITSM tool
- Works with vendor support contacts to resolve technical problems with Point of Sale software and hardware
- Fosters a positive attitude and team player spirit with coworkers
- Ensures proper escalation to level 2 and/or 3 support teams as necessary for store or corporate incidents or requests
- Maintains and protects confidentiality with regard to all aspects of terminations and or internal promotions/transfers of VS associates
- Maintains the voicemail and email queues as assigned in rotation schedule
- Respond to requests for technical assistance via phone, LIVE Chat and Self-Service tickets
- Diagnose, escalate and/or resolve technical hardware and software issues
- Basic troubleshooting of PC, printer, telecommunication devices, BYOD and software problems
- Follow standard procedures and Research solutions using knowledge management tools
Qualifications for senior service desk analyst
- COMPTIA A+, or Network+, or Security+ Certification
- Be able to provide technical and hierarchical escalation support
- Updates Knowledge Articles (Knowledge Base)
- Take initiative and have an appetite to learn new things
- 1 year of using remote desktop tool (teamviewer, remote desktop connection )
- 4+ years’ experience in working within a technical support role, including proven and demonstrable PC (desktop, laptop, mobile devices), printer, monitor, phone, and other IT hardware troubleshooting skills
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Senior Service Desk Analyst Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of senior service desk analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for senior service desk analyst
- Assign unresolved Incidents to appropriate support teams in a timely manner
- Identify and escalate situations requiring urgent attention and document the voice contact/warm transfer in the Incident
- Mentor junior analysts and assist in training of new analysts
- Manage content in the Knowledge Management system
- Supervision of the day to day work of the IT Service Desk, ensuring appropriate staffing levels are available at all times
- Supervise and develop staff ensuring appropriate levels of skills and abilities
- Supports the IT Service Desk Team Lead with the performance management of the service desk team
- Assists the IT Service Desk Team Lead to manage the service desk discipline, ensuring an effective and coordinated set of processes are developed and maintained
- Perform quality checks to ensure that all incidents have been correctly categorised, prioritised and escalated and that all complaints are responsibly and professionally resolved
- Ensure adherence to escalation procedures, respond to escalated, complex and high impact incidents in a timely fashion
Qualifications for senior service desk analyst
- Analyze incident database to identify trouble patterns, and work with impacted applications and technical teams to document steps needed for improvement
- Via remote tools and techniques
- Troubleshoot issues in Windows 7, Windows 10, Microsoft Office 2010/2013/2016
- Create and use PowerShell scripts for device and account management
- Support remote user and VPN client connectivity
- Escalate tickets to a more specialized resolution group as needed