Senior Service Desk Analyst - SSDA 26-05156

Job Title: Senior Service Desk Analyst

Location: Remote (New York)
Duration: 6 Months

Role Overview

We are seeking a highly skilled Senior Service Desk Analyst to provide advanced technical support and lead knowledge management initiatives. This role requires deep expertise in service desk operations, IT troubleshooting, and knowledge base governance, with a strong focus on improving self-service, documentation quality, and operational efficiency.

Key Responsibilities

Knowledge Management & Documentation

• Own the lifecycle of knowledge articles within ServiceNow Knowledge Platform
• Create, edit, and maintain technical documentation to support ITIL processes and self-service
• Define standards for knowledge articles, taxonomy, and metadata tagging
• Manage Article Quality Index (AQI) and ensure content accuracy and usability
• Maintain knowledge repositories (including MediaWiki) and ensure content is current
• Analyze knowledge base metrics to identify gaps and improve search success rates
• Leverage AI tools to enhance documentation and close knowledge gaps

Service Desk & Technical Support

• Provide Level 1, 2, and 3 IT support across multiple platforms
• Manage the full lifecycle of incidents, service requests, and work orders
• Perform ticket triage, prioritization, and escalation while meeting SLAs
• Deliver support via phone, email, chat, and service portal
• Troubleshoot hardware, software, and network-related issues
• Support desktop environments (Windows, iOS), peripherals, and connectivity

Collaboration & Operations

• Partner with SMEs and stakeholders to improve knowledge sharing
• Provide guidance and mentorship to service desk team members
• Ensure accurate documentation of tickets and service activities
• Participate in system upgrades, deployments, and process improvements
• Collaborate with vendors and cross-functional teams

Technical Skills

• ServiceNow Knowledge Management (KB, workflows, AQI)
• MediaWiki, SharePoint (documentation and collaboration tools)
• Microsoft Office Suite & Excel (advanced analytics/reporting)
• Active Directory, DNS, TCP/IP
• SCCM (imaging and deployment)
• Remote tools: Cisco WebEx, Bomgar
• Endpoint security tools (e.g., McAfee ePO)
• Knowledge of ITIL Service Desk best practices

Required Qualifications

• Bachelor’s degree in IT or related field (or equivalent experience)
• 2–4 years of service desk / technical support experience
• 2+ years of knowledge base management experience
• Strong troubleshooting skills across hardware, software, and networks
• Experience managing multi-channel service desk environments
• Excellent communication and documentation skills

Preferred Qualifications

• ITIL Foundation certification
• Experience supporting healthcare or hospital environments
• Familiarity with AI tools for knowledge management
• Experience with multi-platform environments and enterprise tools
• Bilingual or multilingual skills

Core Competencies

• Strong analytical and problem-solving abilities
• Ability to manage multiple tasks in a high-pressure environment
• Excellent customer service and stakeholder management skills
• Self-motivated with the ability to work independently and in teams

Work Conditions

• Primarily remote with potential onsite requirements (48-hour notice)
• Flexibility to work across different shifts or locations as needed

For more details reach at resumes@navitassols.com.