Senior IT Service Desk Analyst, Lime

• The ideal candidate is a helper and an enabler, they find solutions to problems that have yet to be reported
• They are a true partner who can work as part of a team while independently managing a workload of operational and project-driven responsibilities
• They find and drive improvements in how our team works while providing technical guidance to both customers and team members
• Experience with enterprise ticketing systems such as ServiceNow, ConnectWise, Zendesk, Jira
• Demonstrated capability managing and supporting both Mac & Windows
• Device management experience with tools such as Jamf, Airwatch, Mosyle or HexNode
• Experience with collaboration tools, including Google Workspace, Slack, and Atlassian tools
• Capability of managing multiple tasks in a fast-paced environment with competing priorities

Desirable

• Lime is seeking an experienced analyst to join our IT Service Desk to enable our employees to do their best work
• More specifically, the Sr Service Desk Analyst’s role is to provide support to Lime’s internal users, ensuring our technology helps the completion of business tasks
• This includes overseeing the support queue, prioritizing requests, creating and maintaining documentation, and actively resolving end user requests
• In addition to day-to-day support, the Sr Analyst is an escalation point to the other service desk analysts on the team, helping resolve complex issues and setting an example for customer interactions
• Oversee and contribute to employee onboarding and offboarding, ensuring that SLAs are met and standard help desk tasks are completed in a timely manner
• Troubleshoot identify, analyze, and resolve hardware, software, and network related issues
• Maintain and develop excellent customer relationships and ensure all user issues are tracked in our ticketing system
• Evaluate ticket resolutions and analyze trends for ways to prevent future problems, updating templated responses with the rest of the team
• Document and improve existing processes and procedures and contribute to the maintenance of our knowledge base
• Provide mentorship, guidance, and training to the junior analysts on the team
• Assist in projects as needed, and identify areas of improvement, scoping the problem for future projects
• Collaborate with other IT team members to address larger issues and implement improvements

• Use of artificial intelligence or an LLM such as ChatGPT during the interview process will be grounds for rejection of your application