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
SiiRA 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.