Senior Service Desk Analyst

Overview

Senior Service Desk Analyst acting as the technical escalation point and team anchor within the IT Service Desk, handling incidents beyond first-line scope and driving process and quality improvements.

What you'll do

• Serve as a senior point of contact and technical escalation path for complex or high-priority IT incidents and service requests received via phone, email, chat, or ticketing systems.
• Review, re-prioritize, and reassign tickets in the ITSM tool to ensure accurate categorization and SLA compliance across the queue, not just individual tickets.
• Provide advanced troubleshooting for hardware, software, network, and application issues that junior analysts have been unable to resolve at first level.
• Own and resolve complex technical issues, including advanced account, identity, and access management issues (Okta).
• Provide Microsoft 365 administration-level support / Google Workspace Administration (mailbox, licensing, and configuration issues).
• Troubleshoot VPN, network connectivity, and remote access issues.
• Resolve endpoint, OS, and peripheral device issues requiring deeper diagnostics.
• Resolve email, collaboration tool, and application integration issues (Slack, Zoom).
• Act as the primary escalation contact between the service desk and Level 2/3 support teams, ensuring context is properly handed off and following up to closure.
• Monitor ticket queues and SLA dashboards proactively, intervening on at-risk tickets and backlog before breaches occur.
• Author, review, and maintain knowledge base articles and SOPs; audit team-submitted articles for accuracy and completeness.
• Provide on-the-job training to junior and mid-level Service Desk Analysts, including shadowing and quality reviews of their tickets/calls.
• Lead or actively participate in shift handovers, team huddles, and stakeholder meetings, representing the service desk's operational status.
• Take ownership of key service desk performance metrics: First Contact Resolution (FCR), SLA compliance, Customer Satisfaction (CSAT), Average Resolution Time (ART), and lifecycle management.
• Drive continuous service improvement initiatives: identifying recurring issues, proposing automation/self-service opportunities, and contributing to process documentation.
• Support major incident management by coordinating communication and technical response until Level 2/3 teams take over.
• Assist with onboarding, training material development, and coverage planning for the shift roster.

What you'll need

• Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in an IT Service Desk, Help Desk, or Technical Support role, with demonstrated experience handling escalations or guiding analysts.
• Knowledge of ITSM tools such as ServiceNow, Jira, or similar ticketing systems.
• Excellent verbal and written communication skills.
• Customer-focused approach with strong interpersonal skills.

Details

• Location: Bangalore, India.
• Shift pattern: U.S. Business Hours / Rotational Shifts (flexible based on business requirements).
• Onsite role, expected to work from office 5 days a week.