Senior Service Desk Analyst

Job Description: The Senior Service Desk Analyst acts as a technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope, and driving process and quality improvements. This role combines hands-on technical resolution, ensuring SLA adherence, high customer satisfaction, and continuous improvement across the service desk function. Key Responsibilities:

• Serve as a senior point of contact and technical escalation path for complex or high-priority IT incidents and service requests received via phone, email, chat, or ticketing systems.
• Review, re-prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets.
• Provide advanced troubleshooting for hardware, software, network, and application issues that junior analysts have been unable to resolve at first level.
• Own and resolve complex technical issues, including:

o Advanced account, identity, and access management issues (Okta) o Microsoft 365 administration-level support / Google Workspace Administration (mailbox, licensing, and configuration issues) o VPN, network connectivity, and remote access troubleshooting o Endpoint, OS, and peripheral device issues requiring deeper diagnostics o Email, collaboration tool, and application integration issues(Slack, Zoom)