[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.ResponsibilitiesProvide first-line and second-line technical support to end users across a large enterprise environmentTroubleshoot and resolve hardware, software, network, account access, and application-related issuesManage incidents, service requests, and escalations in accordance with established ITSM and ITIL processesUtilize AWS Connect and Salesforce Service Cloud Voice to support service desk operations and customer interactionsDocument support activities, troubleshooting steps, and resolutions within the ticketing systemEscalate complex technical issues to appropriate teams and coordinate resolution effortsMonitor and meet service-level agreements (SLAs) and performance metricsCreate and maintain knowledge base articles and support documentationCollaborate with cross-functional IT teams to improve service delivery and user experienceContribute to continuous improvement initiatives within the service desk functionSkillsMinimum 2 years of full-time experience providing ITSM technical support within an enterprise service desk environment supporting 5,000+ end usersMinimum 1 year of hands-on experience using AWS ConnectMinimum 1 year of hands-on experience using Salesforce Service Cloud VoiceCurrent ITIL Certification (Foundation or higher)Strong understanding of ITIL principles and service management processesExperience managing incidents, service requests, and escalations in a structured support environmentExcellent troubleshooting, analytical, and problem-solving skillsStrong verbal and written communication skillsAbility to work effectively in a fully remote environmentExperience supporting large-scale enterprise organizationsFamiliarity with Microsoft 365, Active Directory, VPN technologies, and remote support toolsExperience with enterprise ticketing and ITSM platformsKnowledge of contact center technologies and cloud-based support environmentsExperience mentoring junior analysts or serving as an escalation point for complex issuesCompany OverviewSiiRA uses data and technology to build and manage remote teams. It was founded in 2020, and is headquartered in Miami, Florida, USA, with a workforce of 51-200 employees. Its website is http://www.siira.world.