About the job

The Senior Service Desk Analyst is a front-line role, positioned at the intersection of traditional service desk operations and emerging AI and automation technologies. The role involves providing front-line support for users, addressing issues unresolved by automation or self-service tools, and collaborating with multiple teams to facilitate resolutions. Responsibilities include identifying opportunities for automation to enhance productivity, implementing AI-driven tools in troubleshooting, and maintaining documentation of incidents and resolutions.