IT Service Desk Lead Analyst
4 days ago
This role focuses on ensuring exceptional client satisfaction with IT services by effectively managing the day-to-day operations of the service desk team, ensuring timely resolution and closure of tickets, tracking service metrics, and collaborating with team leaders to deliver high-quality services to clients.
The IT Service Desk Lead Analyst plays a key role in troubleshooting technical issues, ensuring service agreements are met, and assisting with contract renewal. This involves maintaining positive relationships with clients, project management, leading a team, managing conflict, setting priorities, and using creativity to improve service quality.
A key aspect of this role is supporting the Service Delivery Lead in establishing and refining delivery processes to ensure a consistent customer experience from initial contact to resolution. The IT Service Desk Lead Analyst holds all service departments and employees accountable for carrying out required processes and tasks, providing O&M as well as project deliverables.
Key Responsibilities:- Manage customer expectations by assessing customer feedback and improving procedures to ensure consistent customer service.
- Support the Service Delivery Lead in building partnerships and liaising with team leaders to determine resources required to deliver services, criteria for delivery, and solutions to issues that arise.
- Coordinate, educate, and consult with line management to identify problem areas and support needed to meet program needs.
- Manage service desk operations on a day-to-day basis, handle ticket escalations, and complaint management.
- Troubleshoot system/network issues and provide Root Cause Analysis (RCA), working effectively with partners and collaborating with other IT streams.
- Provide off-hour support to avoid service impact to the customer.
- Write manuals and standard operating procedures for users to describe functionality, installations, and other actions.
- Create processes, SOPs, and documentation for the Service Desk team to enable them to provide quality service.
- Provide end-user support, end-point support, and perform other technical duties as assigned.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or related disciplines (e.g., Microsoft certification preferred).
- Experience in providing service and remote assistance on Windows endpoints.
- Experience managing systems (Cisco routers, Firewalls, switches).
- Experience managing systems in a large enterprise environment.
- Strong overall communication skills and ability to communicate technical concepts and issues to non-technical individuals.
- Experience managing VoIP systems.
- LAN and WAN support and troubleshooting experience.
- Good understanding of highly available architecture and experience supporting mission-critical services.
- Familiarity with supporting the Government of Ontario IT Standards (GO-ITS).
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