Senior IT Service Desk Specialist

Job Description

The Senior IT Service Desk Specialist handles advanced technical support and leadership within the IT Service Desk team. This role involves troubleshooting complex issues, mentoring junior staff, and ensuring an elevated level of customer satisfaction. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a commitment to continuous improvement.

ESSENTIAL FUNCTIONS:    

• Provide advanced technical support to end-users, resolving complex issues related to hardware, software, and network connectivity.
• Serve as an escalation point for junior service desk staff, offering guidance and expertise on challenging technical problems.
• Monitor and manage service desk ticketing system and dashboards, ensuring prompt resolution of incidents and service requests. Validate data through manual sampling for roll-up and review with Manager
• Conduct root cause analysis for recurring issues and implement effective solutions to prevent future occurrences. This will include coordinating with other business and technology teams to manage successful elimination of those pain points.
• Collaborate with other teams to complete projects in progress. Provides project scope to IT SD Manager and discusses opportunities for IT SD to participate and provide support.
• Participate in developing and maintaining knowledge base articles and standard operating procedure documents resulting in consistency across the team when triaging and resolving issues, when fulfilling service requests, or escalating issues.
• Train and mentor junior service desk staff, promoting a continuous learning and professional development environment.
• Ensure compliance with company policies, industry regulations, and best practices.
• Respond to escalations and urgent requests, including ASAP user system access terminations.
• Leverage remote system control tools to troubleshooting and resolve end user technical issues;
• Resolves IT support issues as part of the IT Service Desk team, responding to daily operational support issues via ServiceNow tickets, phone calls, or chat channels (e.g. MS Teams);
• Demonstrates professionalism by proactively managing tasks, setting milestones and deadlines, taking notes without prompting, and escalating issues if deadlines are at risk. Follows up on needed information or actions from others and escalates timely to ensure business outcomes are met;
• Recommends IT best practices and hardware and software care and maintenance to end users.

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

MINIMUM REQUIRED QUALIFICATIONS:   

• Five (5) years of experience in an IT Service Desk or technical support role, with at least 2 years in a senior or lead position.
• Strong knowledge of common business technology systems: Windows and Mac operating systems, Microsoft Office suite (Word, Excel, PowerPoint), Microsoft Teams, …