Senior Service Analyst

Job Title : Senior IT Service Analyst (2nd Level Support)

Start Date : Asap (flexible for the right candidate)

Contract Duration : 24 months (with potential extension)

On-Call Support : Required

About the Role :

We are looking for a skilled and motivated Senior IT Service Analyst to join our Information Technology Services team. In this role, you will provide high-quality 2nd-level support for internal and external users, ensuring smooth operations across client hardware, virtual meeting tools, and IT service delivery.

Key Responsibilities :

• Provide 2nd-level support for IT incidents and service requests (remote and in-person)
• Troubleshoot and support virtual meetings and multi-functional devices
• Assist users directly via walk-up service counters
• Manage client hardware (installations, staging, repairs, and inventory)
• Perform application software testing and coordinate with external service providers
• Maintain knowledge base articles and follow ITIL best practices
• Support high-level meetings and provide VIP / Senior Management assistance as needed
• Participate in on-call rotation and out-of-hours support

Required Skills & Qualifications :

• Proven experience in IT client hardware support and 2nd-level service operations
• Familiarity with incident management, ITIL standards, and performance monitoring
• Experience with Active Directory and CompTIA A+ certification
• Strong communication skills for end-user and senior stakeholder interaction
• Willingness to work on-call and outside regular hours as required

Nice to Have :

• Experience with ITSM tools (e.g., ServiceNow)
• Certifications in Azure AD, ITIL Foundation, or Microsoft Windows OS