About this role
The team is seeking a Senior Technical Service Desk Analyst to join their team. In this role, you will be responsible for managing the end-to-end life cycle of incidents and requests, ensuring seamless ownership and effective communication between teams. You will monitor aging tickets and service level agreement (SLA) performance to meet customer expectations.
Key Responsibilities:
- Manage the end-to-end life cycle of incidents and requests.
- Ensure effective handoffs between teams and monitor aging tickets.
- Drive the support organization to adhere to agreed service levels for incident resolution.
- Identify and collaborate with teams and resolver groups to resolve issues.
- Reduce backlog of long-running tickets and improve overall service efficiency.
Required Skills & Qualifications:
- Proven experience in a technical service desk or support role, with a focus on incident management.
- Strong understanding of ITIL principles and service management best practices.
- Excellent problem-solving skills and the ability to work under pressure.
- Effective communication and interpersonal skills to collaborate with various teams.
- Familiarity with ticketing systems and monitoring tools.
Experience:
- Minimum of 5-8 years in a technical support or service desk role, with a focus on incident management.
What we offer:
The team provides a dynamic work environment with opportunities for professional growth and development, as well as a collaborative team culture.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.