Sr. Analyst

Senior IT Service Desk Analyst New York, NY

We are looking for an experienced Senior IT Service Desk Analyst to join our team in our New York office. In this role, you will oversee daily service desk operations, provide advanced technical support, and contribute to the development of IT support strategies that enhance overall service performance. The ideal candidate will possess strong problem-solving abilities, leadership skills, and the ability to collaborate across departments to support organizational objectives.

Key Responsibilities

Responsibilities include, but are not limited to:

• Lead daily service desk activities to ensure timely resolution of technical support requests and incidents
• Create, update, and maintain IT support procedures, workflows, and best practices to improve operational efficiency
• Monitor service desk performance through reporting and analytics, identifying trends and opportunities for continuous improvement
• Troubleshoot and resolve high-level technical issues while coordinating escalations with internal teams and external vendors
• Evaluate recurring system and application issues and recommend long-term solutions to minimize operational disruptions
• Support the implementation of process improvements that enhance IT service delivery and user satisfaction
• Assist leadership with technology planning, vendor management, software evaluations, and procurement recommendations
• Mentor junior support staff and provide guidance on technical troubleshooting and customer service standards
• Perform additional duties and responsibilities as assigned

Qualifications & Experience

• Bachelor s degree in Computer Science, Information Technology, or a related discipline preferred
• Minimum of 8 10 years of experience in IT helpdesk or service desk support environments
• Strong understanding of desktop support, network troubleshooting, and enterprise IT systems
• Experience working with ITSM platforms and knowledge of ITIL frameworks and service management practices
• Excellent analytical and problem-solving skills with the ability to manage complex technical issues independently
• Strong communication and interpersonal skills with a customer-focused approach
• Proven ability to prioritize tasks, manage multiple responsibilities, and work effectively under pressure
• Leadership experience with the ability to coach team members and improve operational processes
• Commitment to maintaining a safe, secure, and responsive work environment