[Remote] Senior Service Desk Analyst
Note: The job is a remote job and is open to candidates in USA. SiiRA is seeking an experienced Senior IT Service Desk Analyst to provide technical support within a large enterprise environment. The role involves delivering exceptional end-user support, managing incidents and service requests, and ensuring a high level of customer satisfaction.
Responsibilities
- Provide first-line and second-line technical support to end users across a large enterprise environment
- Troubleshoot and resolve hardware, software, network, account access, and application-related issues
- Manage incidents, service requests, and escalations in accordance with established ITSM and ITIL processes
- Utilize AWS Connect and Salesforce Service Cloud Voice to support service desk operations and customer interactions
- Document support activities, troubleshooting steps, and resolutions within the ticketing system
- Escalate complex technical issues to appropriate teams and coordinate resolution efforts
- Monitor and meet service-level agreements (SLAs) and performance metrics
- Create and maintain knowledge base articles and support documentation
- Collaborate with cross-functional IT teams to improve service delivery and user experience
- Contribute to continuous improvement initiatives within the service desk function
Skills
- Minimum 2 years of full-time experience providing ITSM technical support within an enterprise 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 Salesforce Service Cloud Voice
- Current ITIL Certification (Foundation 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 enterprise organizations
- Familiarity with Microsoft 365, Active Directory, VPN technologies, and remote support tools
- Experience with enterprise ticketing and ITSM platforms
- Knowledge of contact center technologies and cloud-based support environments
- Experience mentoring junior analysts or serving as an escalation point for complex issues
Company Overview