Senior IT Support Analyst

Summary

NYPA Service Desk is responsible for the day to day support associated with all aspects of activities, services, technology, and products that IT provides. This includes helping with information technology resources troubleshooting, providing technical feedback on changes/enhancements, service resource fulfillment, training and supporting technology users.

The Senior Analyst will serve in a senior capacity – you will be responsible for providing multifaceted technical support and exceptional customer service to end-users within the organization. The role will resolve complex technical issues and mentor junior Service Desk analysts, with a focus on continuously improving the overall efficiency and effectiveness of the service desk operations.

The Senior Analyst will also be responsible for monitoring critical systems to ensure the uninterrupted operation of IT systems while providing advanced technical support to internal users.

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Responsibilities

• Provide advance-level technical support to end-users via phone, email, or in-person for resource related issues, analyze and troubleshoot complex incidents, identifying root causes and implementing long-term solutions to minimize recurring problems.
• Proactively monitor IT systems, networks, and infrastructure for performance, availability, and security issues; which will lead to identify and respond alerts and incidents promptly to minimize downtime and service interruptions. 
• Participate in incident response efforts during critical outages or security breaches while documenting incident details, actions taken, and resolutions for future reference and analysis.  Implement incident management best practices to ensure timely incident resolution.
• Monitor Service Desk queue and ticket handling to meet or exceed response and resolution SLA targets for incidents and requests, ensuring Service Desk performance aligns with organizational standards. Take ownership of escalated tickets from junior analysts and effectively manage them through to resolution / fulfilment, ensuring timely updates and closure. Coordinate with other IT teams and third-party vendors to escalate and resolve issues beyond the service desk's scope.
• Maintain and update a comprehensive knowledge base to ensure accurate and up-to-date information for both the service desk team and end-users. Documentation maintenance using ServiceNow Knowledge articles, troubleshooting steps, solutions, and workarounds for complex issues.
• Proactively identify opportunities to enhance service desk processes, tools, and procedures to optimize efficiency and user satisfaction. Stay updated with the latest technology trends, emerging technologies and industry best practices in IT monitoring and support. Optimize & explore innovative approaches to enhance service delivery and user experience while proposing enhancements to monitoring tools, processes, and procedures to optimize IT operations.
• Coach junior service desk analysts, sharing best practices, and helping them develop their technical skills and customer service capabilities. Conduct training sessions and knowledge sharing activities to improve the team's overall knowledge base.  improvement 
• Prioritize user satisfaction and consistently deliver exceptional customer service, fostering a positive and supportive Service Desk environment.

Knowledge, Skills and Abilities

• Extensive experience following ITIL processes, procedures including ticketing systems (like ServiceNow, Remedy, etc.).
• Strong knowledge of ITIL best practices and incident management processes, to include excellent communication and interpersonal skills to interact effectively with end-users and team members.
• Proficiency in troubleshooting hardware, software, network, and system-related problems and using monitoring tools and technologies.
• Ability to guide junior analysts, and strong analytical and problem-solving skills.
• Experience in desktop operating systems, PCs, Laptops, software applications, Active Directory, Remote Desktop Tools including all phases of multi-user computer systems, and network architecture including the ability to determine root causes.
• IT certifications such as ITIL Foundation, CompTIA A+, or HDI Support Center Analyst (SCA), or Certified Information Systems Security Professional are a plus. 
• Ability to identify and implement practical technical solutions within acceptable business value parameters and cost/benefit determinations
• Ability to negotiate and reach outcomes that gain the support and acceptance of all involved parties.

Education, Experience and Certifications

• Bachelor’s degree. Computer Science or related field preferred 
• Minimum 5 years of experience in Information Technology field.