Senior IT Service Desk Analyst

Alpharetta, United States | Posted on 09/02/2026

Do you want to be a key team player with the fastest growing currency supplier in the world? We are looking to add a
Sr. Service Desk Analyst
in our Alpharetta, GA location. Thispositionis aSenior member of the Global IT Service Desk Team providing level 1 & 2 IT phone support to all associates. The role will have an impact on all associates by enabling the talent through the provisioning and support of IT Services.

• Develops End User facing knowledge base articles in support of a Self-Service portal.
• Drives the adoption of an End User Self-Service Portal.
• Participates in lean management program activities to document, maintain and improve IT standard work processes and procedures to enable consistent global standards and continuous improvement.
• Creates and manages all IT incidents and request utilizing the IT ticketing system
• Support for onboard & offboard activities, including provisioning and deprovisioning of user accounts
• Provides phone support to all associates to ensure effective and efficient incident response and escalation.
• Remotely troubleshoots end user inquires including but not limited to hardware, software and telecommunication issues.
• Participates in assigned audit tasks to maintain a secure and compliant environment.
• Participates in Asset Management efforts of IT equipment and software licensing.
• Participates in an on-call rotation.
• Promotes and educates end users on available technologies
• Manage tickets to established SLA and KPI's
• Determine the correct level of urgency and impact for each incident or request
• Provide regular communicaiton and escalation of issues to IT leadership

• Associates Degree or International Advanced Diploma in Computer Science, Computer Engineering, or MIS. Bachelor’s degree preferred. Fiveyears of relevant work experience with HS Diploma will be considered in lieu of a Degree
• 5+ years experience working in a Customer Service facing role providing IT helpdesk, service desk or desktop support services.
• 5+ years experience providing IT remote support for Windows based clients in an enterprise environment
• Ability to work flexible hours, 6am
  -3pm or 9am - 6pm, or a combination of both
• Excellent oral and written communication
• Good technical skills with a focus on exceeding customer expectations and improving the customer experience
• Ability to clearly communicate technical issues to non-technical people in a friendly and positive manner
• Ability to work under pressure, remain calm and defuse situations
• Experience providing IT phone support
• Experience working with remote control support tools
• Ability to follow standard work instructions
• Good analytical and troubleshooting skills to quickly diagnose technical issues
• Working knowledge of Windows operating systems and client connectivity
• Experience creating and managing user accounts in Windows Active Directory and Microsoft Exchange
• Experience with file and folder permissions
• Good understanding of client computer and server network connectivity
• Ability to ensure quick and accurate entry of service request details.
• Relevant technical certifications from companies such as Microsoft or CompTIA is a plus
• Understanding of ITIL, certification is a plus