Senior ICT II - Service Desk Analyst

Senior ICT Officer II – Service Desk Analyst

Location: Providenciales, Turks and Caicos Islands

Position Overview

Applications are invited from suitably qualified and experienced individuals for the position of Senior ICT Officer II – Service Desk Analyst. This role is responsible for providing advanced technical support and leadership within the ICT Service Desk, ensuring the timely and effective resolution of incidents and service requests while maintaining high service quality standards.

The successful candidate will contribute to the continuous improvement of IT services, aligning operations with ITIL and ISO/IEC 20000-1 standards. The role requires strong technical expertise, sound leadership skills, and the ability to act as a key liaison between IT teams, business stakeholders, and external vendors.

Key Duties and Responsibilities

Technical Leadership & Support

• Lead the provisioning, installation, configuration, operation, and maintenance of ICT systems, hardware, software, and related infrastructure.
• Serve as an escalation point for Service Desk and Desktop Support teams, providing Tier 2 and Tier 3 support across corporate networks.
• Diagnose root causes of complex incidents and implement permanent solutions to minimize recurrence.
• Ensure continuous compliance with service level targets, operational agreements, and contracts.

Service Desk Operations & ITSM

• Oversee the end-to-end management of incidents, service requests, problems, and changes using an ITSM platform (e.g., ManageEngine ServiceDesk Plus or equivalent).
• Ensure service desk processes comply with ITIL best practices and ISO/IEC 20000-1 requirements.
• Monitor SLAs, KPIs, and service quality metrics and drive continuous improvement initiatives.
• Coordinate major incident response, root cause analysis, and stakeholder communication.
• Manage the Service Catalog, Asset Management, and CMDB to support effective service delivery.
• Provide oversight and guidance for outsourced service desk providers.

Change, Release & Project Management

• Coordinate and oversee change, release, and configuration management processes.
• Facilitate Change Advisory Board (CAB) reviews and ensure proper testing, approval, and documentation of changes.
• Lead and manage projects related to service desk enhancements, IT asset lifecycle management, and system upgrades.

IT Asset & Vendor Management

• Oversee the full lifecycle management of IT assets, including procurement, deployment, auditing, and disposal.
• Maintain accurate asset and configuration records to support compliance and forecasting.
• Manage ICT vendor relationships, performance, and SLA compliance.

Technical Expertise

• Administer and support Active Directory, Microsoft Entra ID (Azure AD), Microsoft Intune, Microsoft Defender, and Microsoft 365.
• Provide basic administration and troubleshooting for Windows Server environments.
• Support endpoint management tools (e.g., SCCM) and antivirus/EDR solutions.
• Troubleshoot networking issues related to TCP/IP, DNS, DHCP, VPNs, LAN/WAN, and Wi-Fi.
• Utilize scripting and automation (e.g., PowerShell, Python) to improve efficiency.

Process Improvement, Reporting & Knowledge Management

• Lead process reviews and support audit activities related to ITSM and ISO compliance.
• Configure ITSM tools, workflows, reports, and dashboards to identify risks and trends.
• Develop and maintain accurate SOPs and knowledge base articles to support self-service and operational efficiency.
• Mentor and support junior service desk staff.

Qualifications & Experience

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years’ experience in IT Service Desk or ITSM roles, with at least 2 years in a senior or lead capacity.
• Proven experience in IT service delivery projects, asset management, and vendor management.

Technical & Professional Certifications (Preferred)

• ITIL Foundation (Intermediate or Expert level an advantage)
• CompTIA Security+ or equivalent
• Microsoft Certified: Modern Desktop Administrator Associate
• Experience with ITSM tools such as ManageEngine ServiceDesk Plus, ServiceNow, Jira Service Management, or Zendesk

Skills & Competencies

• Strong analytical and troubleshooting abilities
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong leadership, collaboration, and stakeholder engagement skills
• Self-motivated, goal-oriented, and able to work under pressure