Senior Service Desk Analyst

Overview

Primary Details: Time Type: Full time; Worker Type: Employee. Acts as the routine contact point, receiving and handling requests for support. Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assists with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contributes to creation of support documentation.

Primary Responsibilities

• Acts as technical escalation for Service Desk Analysts for any issue prior to being escalated to L2 to ensure proper technical resolution was done and proper process followed
• Conducts trend analysis on most common issues escalated and propose & implement ways to improve SLAs
• Handling of Incidents or Requests in alignment with QBE IT processes and procedures individuall...