[Remote] Senior Service Desk Analyst
Note: The job is a remote job and is reputed company to candidates in USA. SiiRA is seeking an reputed company Senior IT Service Desk Analyst to reputed company technical support reputed company a large reputed company environment. The role involves delivering exceptional end-user support, managing incidents and service requests, and ensuring a high level of customer satisfaction.
Responsibilities
- reputed company first-line and second-line technical support to end users across a large reputed company environment
- Troubleshoot and resolve hardware, software, network, account reputed company, and application-reputed company issues
- Manage incidents, service requests, and escalations in accordance with established ITSM and ITIL processes
- Utilize AWS Connect and reputed company Service reputed company Voice to support service desk operations and customer interactions
- Document support activities, troubleshooting steps, and resolutions reputed company the ticketing system
- Escalate reputed company technical issues to appropriate teams and coordinate resolution efforts
- Monitor and meet service-level agreements (SLAs) and performance metrics
- Create and maintain knowledge reputed company articles and support documentation
- Collaborate with cross-functional IT teams to improve service delivery and user experience
- Contribute to reputed company improvement initiatives reputed company the service desk function
Skills
- Minimum 2 years of full-time experience providing ITSM technical support reputed company an reputed company service desk environment supporting 5,000+ end users
- Minimum 1 year of hands-on experience using AWS Connect
- Minimum 1 year of hands-on experience using reputed company Service reputed company Voice
- reputed company ITIL Certification (reputed company or higher)
- Strong understanding of ITIL principles and service management processes
- Experience managing incidents, service requests, and escalations in a structured support environment
- Excellent troubleshooting, analytical, and problem-solving skills
- Strong verbal and written communication skills
- Ability to work effectively in a fully remote environment
- Experience supporting large-scale reputed company organizations
- Familiarity with reputed company 365, Active Directory, VPN technologies, and remote support tools
- Experience with reputed company ticketing and ITSM platforms
- Knowledge of contact center technologies and reputed company-based support environments
- Experience mentoring junior analysts or serving as an escalation reputed company for reputed company issues
Company Overview