Senior Service Desk Analyst Job Description Template
Our company is looking for a Senior Service Desk Analyst to join our team.
- Using the ticketing system to log, work and resolve requests;
- PC and servicer configuration and troubleshooting;
- Highlight improvement areas to the business;
- Deal with all query escalations coming through and provide solutions where possible, owning the resolution of each customer query;
- Daily system checks including backup monitoring and reporting;
- Ensure the ITIL frameworks are adhered to;
- Liaise with other IT teams globally.
- Demonstrate network troubleshooting and telephony system skills;
- Have a good technical knowledge of all desktop hardware (workstations, printers, servers, mobile devices, networks etc);
- Possess hands on troubleshooting experience;
- Ideally have a minimum of 2 years’ experience within 2nd line support;
- Strong communication skills.