Lead Service Desk Analyst

Serve as a senior technical resource for complex or escalated incidents and service requests.

Model and reinforce a consistently outstanding customer experience in every interaction, setting the standard for service quality across the team.

Participate in an on-call rotation to provide rapid response to emergencies occurring after business hours.

Closely monitor logged incoming Incidents and Requests to guarantee that these are diagnosed and triaged for consistent quality standards.

Assist with coaching Service Desk Analysts on troubleshooting techniques, customer service best practices, and technical skills.

Partner with Analysts on complex tickets as a learning opportunity, walking through root-cause analysis and resolution steps.

Provide real-time technical guidance to Analysts or End Users during calls or tickets in a peer coaching capacity.

Assist with maintaining and expanding the service desk knowledge base, ensuring documentation is accurate, current, and easy to apply.

Identify recurring trends, bottlenecks, and pain points affecting the customer experience, and recommend process improvements.

Drive initiatives that reduce repeat tickets, improve first-call resolution, and enhance overall customer satisfaction.

Pilot and help implement new tools, scripts, or procedures that improve efficiency and service quality.

Coordinate with the Engineering Team and other Departments in the identification of Major Incidents.

Liaise with the Service Desk Manager to escalate Major Incidents.

Identify Problems that need to be referred to Problem Management.

Contribute to the resolution of Problems where appropriate.

Monitor Incident queues to help identify potential SLA breaches and flag them to the Service Desk Manager.

Contribute to the development of service desk policies, procedures, and best practices alongside the Service Desk Manager.

Help document standard operating procedures and maintain the service desk process library as workflows evolve.

Act as a bridge between the service desk, engineering, and other business units, facilitating clear communication and smooth collaboration across teams.

Ensure the Customer is kept up to date with progress and action on all Incidents, Problems, and Service Requests being managed by the department.

Deliver high-quality communications with Customers during service interruptions and provide regular status updates on outages and Requests.

Support onsite leadership by sharing process updates and reinforcing standard service desk procedures. Help to ensure sites remain current on escalation paths, support expectations, and operational changes.

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