Senior IT Service Desk Analyst

Senior IT Service Desk Analyst Job Description Template

Our company is looking for a Senior IT Service Desk Analyst to join our team.


  • To provide second line desktop support to the CFH user base at any company location;
  • Maintain and audit inventory of hardware and software;
  • Coach and mentor other members of the team;
  • Provision and deployment of new joiner accounts, hardware and software;
  • Ensuring that a high level of customer service and support is provided;
  • Creating and maintaining process documentation;
  • Troubleshooting network, hardware and software issues.


  • Good interpersonal skills and a problem-solving approach to issues;
  • A strong desire and focus on continued improvements and personal development;
  • Effective personal management; able to work under pressure and manage workload priorities to meet expectations;
  • A flexible, customer focused approach to work and attitude to drive through issues to completion with a willingness to learn new skills;
  • Strong time management and self-motivation skills;
  • A genuine interest in IT – keeping up to date with current industry trends and emerging technologies and best practices;
  • Experience working in a Service Desk/Help Desk Support area, preferably within an ITIL environment;
  • A Proactive approach to tasks and managing user expectations;
  • Experience with all Microsoft desktop operating systems and office suite;
  • A desire to be part of an overall team and achieve team goals;
  • Articulate and numerate with great attention to detail and strong communication skills.