Senior Service Desk Analyst

Braden Business Systems•Fishers, IN

2d•Onsite

About The Position

Braden Business Systems is looking for a Senior Service Desk Analyst to play a key leadership role on our Service Desk team. This position is ideal for someone who enjoys mentoring others, solving complex technical problems, and delivering a strong client experience in a Managed Services environment. You will serve as a steady technical resource for the team, help guide daily operations, and support clients with professionalism and care. This role blends hands-on technical work with leadership and collaboration.

Requirements

Proven experience as a Senior Service Desk Analyst or similar role.
Strong troubleshooting and problem-solving skills across hardware, software, and network issues.
Experience with ticketing systems and service workflows.
Familiarity with tools and platforms such as Microsoft 365, Meraki, Ubiquiti, spam filtering solutions, and RMM tools.
A service-focused mindset with a consistent record of strong client interactions.
A collaborative approach and a desire to support team success.

Nice To Haves

Prior experience working for a Managed Service Provider is strongly preferred.

Responsibilities

Act as a senior technical resource for the Service Desk team, providing guidance, support, and escalation assistance.
Bring 2 to 4 years of experience in a lead or senior help desk role, with a strong understanding of Service Desk operations.
Work within a Managed Services environment and understand the pace, priorities, and client expectations that come with it.
Manage and work on tickets efficiently using a ticketing system, ensuring clear communication and proper documentation.
Support and troubleshoot hardware from vendors such as Dell, Lenovo, and HP.
Administer and support Microsoft Windows operating systems across desktop and server environments.
Assist with Microsoft 365 services, including Outlook, Teams, and related applications.
Troubleshoot basic networking issues involving DNS, switches, firewalls, VPNs, and wireless networks.
Contribute to the continuous improvement of processes, documentation, and team standards.
Communicate clearly with clients and internal team members, both verbally and in writing.
Participate in an on-call rotation as part of a shared team responsibility.