Senior Srvice Desk Analys

The Senior Service Desk Analyst is the primary escalation point for complex technical issues across our global B2B operation. The role demands a minimum of 5 years' hands-on experience in IT service desk environments, including at least 2 years supporting external business customers, SLA-driven setting. This individual owns daily service quality, mentors junior analysts, drives continuous improvement, and collaborates cross-functionally with Platform Engineering, Security, Incident Management and Product teams.
Key Responsibilities
- Act as L2/L3 escalation point for high-priority incidents and requests from external B2B customers.
- Lead daily ticket reviews to ensure SLA compliance, proper categorization, and timely escalation.
- Represent the Service Desk on major incident bridges; manage stakeholder communications and post-incident reviews.
- Mentor and coach junior analysts; deliver technical training and develop knowledge base articles.
- Own onboarding and offboarding workflows for B2B customers, including account creation, access provisioning, and hardware allocation.
- Analyze ticket trends, produce weekly and monthly service metrics, and recommend process or automation improvements.
- Collaborate with Platform Engineering, Development, and Product teams on complex cross-functional issues.
- Ensure compliance with information security and data-handling policies in all support activities.
- Provide handover and knowledge transfer to regional team members across the follow-the-sun operation.
Required Qualifications
- 5+ years in a service desk or technical support role, with at least 2 years supporting B2B customers.
- Strong familiarity with Jira Service Management or comparable enterprise ITSM platform.
- Solid understanding of Windows and macOS, networking, and common business applications.
- ITIL v3 or v4 certification preferred.
- Excellent communication skills in English, with technical and non-technical audiences.
- Demonstrated ability to mentor junior team members and lead technical discussions.
Preferred
- Prior customer-facing role in a B2B technology environment.
- Experience with service reporting, SLA management, and supporting multiple customer organisations.