Senior Service Desk Analyst

Job Duties/Qualifications, Skills and Abilities(QSA)

Job Duties Job Duties The Senior Service Desk Analyst is accountable for delivering a high-quality customer experience and ensuring effective IT service delivery. Acting as the senior escalation point for the Service Desk Analysts that make up the First Point of Contact (FPOC) Resolution Team, this role is responsible for resolving complex incidents and service requests, providing advanced troubleshooting support, and ensuring accurate routing and triage across IT service teams throughout the organization. The role reinforces service quality, consistency, and standards while supporting front-line analysts through mentorship, guidance, and knowledge sharing.

In addition, the Senior Service Desk Analyst is accountable for operational support activities that enable service excellence and continuous improvement. This includes administering and optimizing the Information Technology Service Management (ITSM) platform, producing dashboards and reports, and contributing to projects and process improvements. Working in close partnership with the Service Desk Team Lead, the role complements strategic and roadmap-focused responsibilities by managing day-to-day escalations and advanced operational work, ensuring service levels, training, onboarding, and quality standards are maintained without disruption. QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Customer Experience & Service Excellence

• Monitor Service Desk interactions and tickets to ensure adherence to quality standards, processes, and customer service expectations.
• Identify trends, recurring issues, or gaps in service delivery and recommend improvements to enhance efficiency and customer satisfaction across all areas of IT service.
• Provide support to the Team Lead by assisting with the analysis of service metrics, escalations, and operational challenges.
• Contribute to continuous improvement initiatives by providing feedback and insights from day-to-day service delivery and operational observations.

Incident, Request & Escalation Management

• Act as the senior escalation point for the First Point of Contact (FPOC) Resolution Team.
• Responsible for managing tickets to resolution, including coordinating escalations and follow-up, even if the Senior Service Desk Analyst does not directly resolve the issue.
• Ensure accurate categorization, prioritization, documentation, and closure of tickets.
• Identify recurring issues and contribute to problem identification and root cause analysis.

Change Enablement Support

• Provide administrative and coordination support for the change management process under the direction of the Change Manager or Team Lead.
• Validate that change requests contain complete information, meet approval requirements, and are scheduled appropriately to minimize service disruption.
• Monitor the implementation of changes and report any issues, deviations, or impacts to the Change Manager or Team Lead.
• Contribute to post-change review activities, including documentation updates, lessons learned, and process improvement suggestions.

ITSM Platform Administration & Optimization

• Support the day-to-day administration and effective use of the ITSM platform.
• Support data quality, consistency, and usability within the ITSM tool.
• Contribute to configuration changes and enhancements in alignment with approved processes and governance.

Service Quality, Standards & Governance

• Apply and reinforce ITIL-aligned service management practices within Service Desk operations.
• Support adherence to COBIT-aligned governance, risk, and control expectations at the operational level.
• Follow documented procedures, standards, and controls related to incident, request, problem, and change enablement.
• Support audit readiness through accurate documentation, process adherence, and evidence collection as required.

Knowledge Management & Enablement

• Create, review, and maintain knowledge articles, troubleshooting guides, and procedural documentation within TDX.
• Ensure knowledge content is accurate, current, and accessible to front-line analysts and customers.
• Promote knowledge reuse to support first-contact resolution and reduce repeat incidents.
• Identify gaps in knowledge content and recommend updates or new articles.

Front-Line Service Desk Coverage

• Provide direct front-line Service Desk support as required to maintain service levels.
• Handle incidents and service requests across supported channels in accordance with documented procedures.
• Model effective ticket handling, communication, and documentation practices while providing coverage.

Coaching, Training & Operational Support

• Provide day-to-day operational guidance and informal coaching to front-line Service Desk analysts.
• Support onboarding of new staff by reinforcing processes, tools, and service standards.
• Assist with training activities, documentation, and knowledge transfer as assigned.
• Act as a point of stability and support during peak academic periods, service disruptions, or staffing shortages.

Reporting, Metrics & Continuous Improvement

• Produce and maintain operational dashboards and reports.
• Monitor service performance trends and identify opportunities for operational improvement.
• Contribute data and analysis to service reviews, problem management activities, and continuous improvement initiatives.
• Provide input to the Service Desk Team Lead to support informed decision-making.

Project & Initiative Support

• Participate in ITS projects and initiatives by providing Service Desk operational expertise.
• Support service transitions by assisting with documentation, testing, training, and readiness activities.
• Ensure new or changed services are supportable and aligned with established service management practices.

Collaboration & Stakeholder Engagement

• Work collaboratively with IT service teams to support coordinated service delivery.
• Communicate effectively with internal partners to support timely issue resolution.
• Escalate risks, service issues, or process gaps through appropriate channels.
• Contribute to a respectful, inclusive, and cooperative working environment within ITS.

Communications Support

• Assist with drafting and posting IT alerts, notifications, and updates to ensure timely and accurate communication to customers.
• Support the creation and management of Major Incident communications in coordination with the Team Lead and IT service teams.
• Draft clear, concise, and professional messaging for customers regarding service interruptions, changes, or system updates.
• Provide support during emergency response situations by assisting the Team Lead with communications, coordination, and information dissemination.
• Ensure all communications follow established ITS standards, protocols, and approval processes.

Duties Required Qualifications, Skills and Abilities (QSA)

• Two-year Diploma in Information Technology (foreign education must have Canadian equivalency certification).
• Five years of progressive experience within an enterprise information technology environment with demonstrated knowledge and skill in enterprise-level IT Service Management and Service Desk Operations.
• Demonstrated technical expertise in user support within a Microsoft environment.
• Demonstrated knowledge and practical experience applying IT Service Management and ITIL best practices.
• Demonstrated technical expertise in enterprise-level Identity and Access Management tools and processes.
• Effective analytical, problem solving, critical thinking, and decision-making skills.
• Organizational and time management skills
• Advanced communication and facilitation skills.
• Strong customer experience focus.
• Values diversity.

Desired QSA Required Competencies