18 Feb 2019

Senior Service Desk Analyst

Ref 21733

A financial services company is looking to recruit a Senior Service Desk Analyst to join their IT department. 

Key duties:

  • Provide support advice via phone, email and face to face
  • Where necessary carry out tasks to meet the requirements of all IT audits
  • Develop, edit and maintain operating procedures and standards manuals
  • Meet IT Service Management standards
  • Serve as a consultant to the business in work measurement, system studies or cost/effectiveness analysis
  • Assessment, planning and implementation (or optimization) of initiatives
  • Develop and maintain the Standard Operation Procedure documentation 
  • Assist with the design of Service Desk Policies & procedures
  • Have ownership of and provide enhancement recommendations to the Service Management ticketing system
  • Conduct training sessions to implement new or improved systems and procedures

Position requirements:

  • BS or BA level degree in computer science, business administration, operations engineering or related field is advantageous
  • Minimum 3 years’ experience in a service desk environment
  • Supervisory or team lead experience advantageous
  • Ability to express complex technical concepts effectively, both verbally and in writing
  • Good analytical and organizational skills
  • Ability to work independently with limited supervision
  • ITIL v3 foundation
  • Good verbal & written English


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