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Senior Analyst – Service Desk

Date Posted
17th October 2016
Information & Communication Technology
Job Type
Not Disclosed

Job Summary

The Securities Commission of The Bahamas (the Commission) invites applications from qualified individuals for the position of Senior Analyst – Service Desk.

Job Description

Role of the Senior Analyst

The Service Desk Senior Analyst is responsible for overseeing the Service Desk and ensuring that end users are receiving the appropriate assistance in a timely manner as defined in our Service Level Agreements (SLAs). This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of department functions. The incumbent will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. The Service Desk Senior Analyst will also be responsible for documenting, implementing and instructing end user training programs designed to increase productivity and efficiency.


Principal Responsibilities

  • Responsible for delivering the highest standards of customer service to internal and external customers of IT Services
  • Oversee the resolution of technical issues assuring support is provided on a timely basis
  • Set employee objectives, monitor and evaluate performance, and provide feedback and mentoring
  • Participate in supporting all clients ensuring that the level of customer service provided meets or exceeds Management’s expectations and departmental goals and objectives
  • Routinely identify and deliver metric measurements related to services provided
  • Ensure relevant Service Level Agreements (SLAs) are in place and are managed, monitored and reported on and communicated to customers
  • Identify and manage service improvement opportunities. Ensure that continuous service improvement is embedded in the culture and working practices of the Service Desk
  • Contribute to the change management process – in particular represent the interest of the customer when assessing risk and impact
  • Maintain development plans for each team member, including training and skills assessments
  • Help to identify and monitor risks, governance and compliance requirements related to the Service Desk environment
  • Ensure compliance with all relevant IT best practices and standards – IT Service Management, Information Security, IT Business Continuity, PCI/DSS, Health and Safety
  • Prepare, document, update and regularly test Service Desk continuity plans and ensure coordination with overall IT and Company continuity plan
  • Provide detailed training and documentation for supported operational applications
  • Prepare and lead presentations as requested



  • Excellent IT skills including a thorough knowledge of current Office productivity suites and Windows desktop and server operating systems
  • Significant experience of infrastructure, network and desktop support and administration
  • A good understanding of technical infrastructure including, but not limited to LAN, WAN, server, virtualization, back-up, storage, email, voice, wireless and security technologies
  • Substantial experience developing documentation, white papers, and presentations suitable for peers, immediate management, and Executive Management
  • Experience managing and administering a Service Desk toolset



  • Bachelor’s degree in Information Systems or related field with 10+ years IT and IT training experience or Master’s degree in Information Systems or related field with 7+ years IT and IT training experience
  • IT Service Management certification – ITIL v3 preferred
  • 5 + years Service Desk Management experience


Compensation and Benefits

  • Competitive salaries and benefits offered. 


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