Senior Service Desk Analyst

About the role

The Service Desk Specialist role drives service quality and operational excellence within the Service Desk. The senior analyst acts as the primary technical reference, ensuring SLA performance, effective incident handling and continuous process improvement.

Key responsibilities

• Serve as escalation point for complex, high‑impact incidents and service requests, delivering timely resolutions.
• Monitor SLA and KPI performance in real time, identify breach risks and take corrective actions.
• Track and report SLA compliance, analyse trends and provide insights for service improvement.
• Conduct Root Cause Analysis on recurring or major incidents and recommend corrective and preventive measures.
• Create, maintain and continuously improve the Knowledge Base, including procedures, runbooks and troubleshooting guides.
• Support training, coaching and technical onboarding of Service Desk agents to raise team capability.
• Ensure adherence to ITIL‑aligned processes for Incident, Request, Problem and Knowledge Management.
• Identify and drive automation and process‑improvement initiatives to reduce manual effort.
• Collaborate with L2/L3, infrastructure, application and vendor teams during escalations and major incidents.
• Contribute to service reviews and provide feedback to enhance customer satisfaction.

Required profile

• Knowledge of Windows 10 and Windows 11.
• Experience with Virtual Desktop Infrastructure (VDI) environments.
• Familiarity with Veridium biometric/password‑less authentication administration and troubleshooting.
• French language proficiency at A1 level.
• Overall work experience of 2–3+ years for a senior analyst role.
• Knowledge of Windows and macOS; Android/iOS knowledge is desirable.
• Understanding of networking and hardware concepts.
• ITIL Foundation certification is desirable.

Required skills

• Windows 10
• Windows 11
• VDI
• Veridium authentication
• macOS
• Android
• iOS
• Networking
• Hardware
• ITIL Foundation