Senior IT Service Desk Analyst

Tasks

As a Senior IT Service Desk Analyst, you will be responsible for resolving complex technical issues, coordinating solutions during major incidents, and setting standards for exceptional service delivery. Your responsibilities will include:

• Handling calls or digital technical issues related to infrastructure, applications, and end-user plans
• Troubleshooting and resolving incidents escalated to you by junior analysts
• Provision of Tier 1 support as needed
• Conducting root cause analyses and implementing corrective measures to prevent recurrence
• Bridging the gap between business and service desk teams when needed

Major Incident Management (On-Call Rotation)

As part of the on-call rotation, you will be responsible for coordinating the technical response to major incidents. Your responsibilities include:

• Participation in the Major Incident Management (MIM) on-call rotation as a Tier 1 Service Desk Analyst
• Work alongside the IT service desk to resolve incidents quickly under pressure
• Communication with stakeholders during outages and service interruptions
• Contribution to post-incident reviews, including technical findings and suggestions for improvement
• Availability to respond to critical incidents outside of business hours

Vendor Coordination

Your responsibilities will include:

• Collaborating with Tier 1 vendors and managed service providers to resolve issues
• Escalation of vendor tickets to ensure a timely resolution in accordance with SLAs
• Hold vendors accountable for their performance while maintaining productive working relationships
• Know when and how to escalate vendor performance issues internally

Process and Service Excellence

Your responsibilities will include:

• Implementing and Refining IT Service Management Processes (Incident, Problem, and Change Management)
• Maintain accurate documentation in the knowledge base
• Identifying process gaps or inefficiencies and proposing improvements
• Ensure that SLAs are met, documented, and completed to a high standard for each category

Administration / Change Management

Your responsibilities will include:

• Handling issues from initial contact through to resolution
• Work independently with minimal supervision
• Making informed technical decisions and knowing when to involve others
• Take the initiative to make improvements without waiting to be asked

Requirements

Our ideal candidate has:

• Experience supporting regulated or digital asset industries (or similar highly compliant environments)
• Familiarity with financial assets or blockchain infrastructure
• Experience supporting core cloud infrastructure (Azure, AWS, Google Workspace, etc.)
• Familiarity with ticketing systems, remote support tools, and ITSM platforms
• Willingness and ability to handle the full range of support—from basic Tier 1 inquiries