[Remote] Senior Service Desk Analyst

Note The job is a remote job and is open to candidates in USA. SiiRA is seeking an experienced Senior IT Service Desk Analyst to provide technical support within a large enterprise environment. The role involves delivering exceptional end-user support, managing incidents and service requests, and ensuring a high level of customer satisfaction. Responsibilities Provide first-line and second-line technical support to end users across a large enterprise environment Troubleshoot and resolve hardware, software, network, account access, and application-related issues Manage incidents, service requests, and escalations in accordance with established ITSM and ITIL processes Utilize AWS Connect and Salesforce Service Cloud Voice to support service desk operations and customer interactions Document support activities, troubleshooting steps, and resolutions within the ticketing system Escalate complex technical issues to appropriate teams and coordinate resolution efforts Monitor and meet service-level agreements (SLAs) and performance metrics Create and maintain knowledge base articles and support documentation Collaborate with cross-functional IT teams to improve service delivery and user experience Contribute to continuous improvement initiatives within the service desk function Skills Minimum 2 years of full-time experience providing ITSM technical support within an enterprise service desk environment supporting 5,000+ end users Minimum 1 year of hands-on experience using AWS Connect Minimum 1 year of hands-on experience using Salesforce Service Cloud Voice Current ITIL Certification (Foundation or higher) Strong understanding of ITIL principles and service management processes Experience managing incidents, service requests, and escalations in a structured support environment Excellent troubleshooting, analytical, and problem-solving skills Strong verbal and written communication skills Ability to work effectively in a fully remote environment Experience supporting large-scale enterprise organizations Familiarity with Microsoft 365, Active Directory, VPN technologies, and remote support tools Experience with enterprise ticketing and ITSM platforms Knowledge of contact center technologies and cloud-based support environments Experience mentoring junior analysts or serving as an escalation point for complex issues Company Overview SiiRA uses data and technology to build and manage remote teams. It was founded in 2020, and is headquartered in Miami, Florida, USA, with a workforce of 51-200 employees. Its website is http//www.siira.world.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...