Senior Service Desk Analyst

We offer a competitive salary, comprehensive benefits package, and opportunities for career advancement in a collaborative and supportive environment

Position: Senior Service Desk Analyst

Location: San Francisco, California, United States

Salary: $152000 - $192000

Contract: Full-time

About the Role: We are currently seeking a highly skilled and experienced Senior Service Desk Analyst to join our dynamic team. In this role, you will be responsible for providing effective and timely support to our internal users, ensuring that all IT incidents and requests are resolved to the satisfaction of our customers. As a Senior Service Desk Analyst, you will play a vital role in maintaining the smooth operation of our IT services and systems.

Key Responsibilities:

• Act as the first point of contact for all IT incidents and requests, and provide timely and effective resolution or escalation as required.
• Proactively monitor and manage the service desk queue, ensuring that all tickets are responded to and resolved within agreed service level agreements.
• Utilize various IT service management tools to accurately track, record, and monitor incidents and requests.
• Troubleshoot and resolve technical issues related to hardware, software, and network systems.
• Provide technical support and guidance to junior service desk analysts, sharing your knowledge and expertise to help develop their skills.
• Identify recurring issues and work with other teams to implement long-term solutions.
• Collaborate with other departments to ensure that all IT systems and services are maintained and updated in accordance with company policies and procedures.
• Ensure all user documentation and knowledge base articles are kept up to date, providing our users with self-service options wherever possible.
• Continuously identify opportunities for improvement and contribute to the implementation of process improvements to enhance the overall service desk experience.

Qualifications:

• Bachelor���s degree in Computer Science, Information Technology, or related field.
• Minimum of 5 years of experience in a service desk or technical support role.
• Strong knowledge of ITIL processes and principles.
• Excellent technical troubleshooting skills with the ability to solve complex technical issues.
• Experience with IT service management tools, such as ServiceNow or Remedy.
• Solid understanding of various operating systems, including Windows and MacOS.
• Strong communication and customer service skills.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• ITIL certification is an asset.

Join our team and make a difference in the lives of our internal customers by providing exceptional IT support. Apply now and take the next step in your career as a Senior Service Desk Analyst.