Senior Service Desk Analyst

Procore provides software for the construction industry. The Senior Service Desk Analyst resolves escalated IT issues, supports service desk operations, and improves service quality and processes.

• Resolve complex IT incidents and service requests
• Review ticket queues and maintain SLA compliance
• Escalate and coordinate incidents with Level 2/3 teams
• Train junior analysts and review their work
• Maintain knowledge articles and service desk procedures
• Identify recurring issues and propose service improvements

Education

Bachelor's degree

Degree

information technology, computer science

Experience

3 to 5 years

Domain

construction software

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