The Senior Service Desk Analyst is responsible for proper prioritization, logging, and initial troubleshooting of all incoming requests for support from internal and external users via phone email, and chat in a pleasant and professional manner. This position will perform troubleshooting of all Ashley developed applications and websites, all operating systems, other commercially developed software, and hardware. In addition, the Senior Service Desk Analyst will be a point of escalation and provide direction for issue resolution to analysts. The Senior Service Desk Analyst will play a vital role in the process for Major Incident management. The Senior Service Desk Analyst will adhere to the company computer usage policy, systems development standards and other company and departmental policies and processes. Lead a team of project managers including setting goals, developing a training plan to upskill, hiring as needed, and conducting annual reviews.

• Assist users in the resolution of problems related to systems operations.
• Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
• Monitor team ticket queues and assign out tickets per policy to other analysts and escalate to other teams as necessary
• Resolve ticket escalations of user IT issues.
• Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles.
• Demonstrate core values of People, Service Excellence, Trustworthiness, Process Simplicity and Product Value.
• Cordially and professionally interact with customers, vendors, superiors, peers and others.
• Lead the Major Incident process by coordinating multiple IT team’s efforts and providing business stakeholders with timely communications during High or Critical Incidents.
• Supply more junior staff with guidance and support as needed.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.