Sr. Service Desk Analyst

Position Summary

The Sr. Service Desk Analyst provides advanced technical support for complex end-user issues while mentoring junior analysts and maintaining high service quality standards across PROENERGY's global operations. This role serves as a technical escalation point for challenging problems, leads knowledge transfer initiatives, and helps develop team capabilities while ensuring excellent customer service for employees across our global energy operations. The position requires deep technical expertise combined with strong communication skills to resolve complex issues and guide less experienced team members in supporting our critical energy infrastructure.

Reports To: Sr. Manager, Service Delivery

Advanced Technical Support

• Provide Level 2 technical support for complex hardware, software, and network connectivity issues across global operations
• Troubleshoot advanced Windows, macOS, and mobile device problems requiring specialized knowledge and expertise
• Resolve complex Microsoft 365 issues including Exchange Online, SharePoint, Teams, and One Drive for global workforce
• Support VPN connectivity, remote desktop, and virtual collaboration technology problems for field operations
• Diagnose and resolve printing, peripheral, and hardware compatibility issues in office and industrial environments
• Coordinate with infrastructure teams for server, network, and application-related user problems affecting business operations
• Support specialized engineering software and industrial applications used in energy operations

Escalation Management and Problem Resolution

• Serve as primary escalation point for junior analysts on complex technical issues requiring advanced troubleshooting
• Research and resolve recurring problems to prevent future incidents and improve service reliability
• Create and maintain detailed problem resolution documentation and knowledge base articles for team reference
• Coordinate with vendors and specialized technical teams for escalated issues affecting critical business systems
• Track and manage complex tickets through resolution ensuring timely closure and customer satisfaction
• Conduct root cause analysis for systemic issues affecting multiple users or business operations
• Participate in major incident response and coordinate technical resources during service outages

Knowledge Management and Documentation

• Develop and maintain comprehensive knowledge base articles and troubleshooting guides for common issues
• Create user guides and self-service documentation for business applications and procedures
• Update and improve existing documentation based on new technologies and evolving business requirements
• Conduct knowledge transfer sessions with team members on new technologies, solutions, and best practices
• Maintain accurate asset information and configuration details in IT management systems
• Document lessons learned and best practices for continuous team knowledge sharing and improvement
• Support training documentation for energy sector-specific applications and compliance requirements

Team Mentoring and Leadership

• Mentor and coach junior service desk analysts on technical skills and customer service best practices
• Provide on-the-job training for new team members during onboarding process and skills development
• Lead technical training sessions on new technologies, applications, and support procedures
• Share expertise through informal coaching and collaborative problem-solving with team members
• Assist with performance improvement initiatives for team members requiring additional support
• Participate in hiring process by conducting technical interviews and skills assessments for new candidates
• Support career development planning and certification guidance for junior staff

Customer Relationship Management

• Build strong relationships with frequent users and key business stakeholders across global operations
• Proactively communicate with users during extended troubleshooting processes and service impacts
• Gather user feedback on service quality and identify improvement opportunities for service delivery
• Represent service desk at user meetings, technology rollout sessions, and business stakeholder meetings
• Main…