Lead Service Desk Analyst

JOB SUMMARY:

The Lead Service Desk Analyst plays a vital role in ensuring the smooth operation of our enterprise IT service desk. As the most senior analyst, this role is responsible for providing frontline technical support, expert troubleshooting, and guidance to junior team members. This position will be commitment to customer service, problem-solving, and knowledge sharing will help deliver an exceptional IT support experience across our nationwide offices and practices.

This support is crucial to the delivery of the company's mission of helping children achieve a lifetime of great oral health.

EDUCATION/CREDENTIALS:

• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field.

JOB RELATED EXPERIENCE:

• Minimum of 3+ years of experience in a service desk or help desk environment.

JOB-RELATED SKILLS/COMPETENCIES:

• Proven troubleshooting skills in Windows desktop environments, common productivity software (Microsoft Office Suite, etc.), and basic networking concepts.
• Excellent customer service skills with the ability to resolve issues in a patient, helpful, and empathetic manner.
• Ability to multitask, prioritize effectively, and thrive in a dynamic, fast-paced environment.
• Strong written and verbal communication skills.

• ITIL Foundation certification or equivalent, preferred.
• Experience supporting macOS, mobile devices, or cloud-based applications.

WORKING CONDITIONS/PHYSICAL DEMANDS:

• Office Environment.

MAJOR DUTIES AND RESPONSIBILITIES:

• Tier 1 Incident Management and Resolution:Handle incoming service desk requests from end-users via phone, email, and ticketing system within established SLAs, providing timely and efficient troubleshooting and resolution.
• Complex Issue Escalation:Analyze and diagnose complex incidents that cannot be resolved at Tier 1. Escalate to Tier 2 or external vendors, while ensuring seamless communication and follow-through for the end-user.
• Team Mentorship and Training:Provide on-the-job support and training to junior service desk analysts, enhancing their technical skills and adherence to best practices.
• Knowledge Base Development:Proactively contribute to the IT knowledge base by documenting troubleshooting steps, resolutions, and known issues for efficient information sharing.
• Process Improvement:Identify recurring issues and inefficiencies in service desk processes, recommend and contribute to the implementation of solutions that enhance overall service quality.