Senior Service Desk Analyst

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.