[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.

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