Service Desk Support Analyst

Description:
As a Service Desk Reporting Specialist, you will take full ownership of operational, performance, and SLA reporting streams, acting as the strategic lead for all related initiatives. You will be responsible for establishing robust frameworks for reporting, setting standards for incoming requests, and managing the entire lifecycle of both ad-hoc and scheduled reports. Your role will involve architecting and maintaining enterprise dashboards, designing synthetic monitoring alerts, and developing performance visualizations using various business intelligence tools (Python, PowerBI, Tableau, Dynatrace, CloudWatch) and leading business platforms. You will also be expected to write and optimize complex SQL queries, extract and manipulate large datasets, and ensure the integrity and quality of all data used in reporting.

In this position, you will collaborate closely with service desk leadership and senior clients to define and refine key performance indicators and service level agreements, ensuring that all metrics are aligned with organizational goals. Your analytical expertise will be crucial in identifying trends, uncovering system bottlenecks, and translating raw data into structured, executive-ready insights and presentations. You will be tasked with optimizing reporting workflows, automating manual data collection processes, and establishing operational procedures for data auditing and cleaning. Success in this role will be supported by your experience in managing reporting pipelines, your proficiency with various business intelligence tools, and your ability to communicate complex findings clearly to both technical and non-technical stakeholders.

Duties:

• Own and drive the end-to-end operational reporting lifecycle, including establishing standards for report requests, prioritizing deliverables, and managing the pipeline of ad-hoc and scheduled reports.
• Architect and maintain enterprise-level dashboards, synthetic monitoring alerts, and performance visualizations using various business intelligence tools (Python, PowerBI, Tableau, Dynatrace, CloudWatch).
• Write, optimize, and execute complex SQL queries and data analysis scripts to extract system, incident, and transactional data from back-end databases.
• Collaborate with service desk leadership and clients to define, refine, and track Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Analyze trends to identify recurring system bottlenecks, incident spikes, or processing delays, and translate raw data into highly structured, executive-ready narrative summaries and presentations.
• Define operational procedures to audit and clean data interfaces, ensuring data integrity and optimizing reporting workflows by automating manual data collection wherever possible.
• Synthesize disparate data points into cohesive, clear trend lines, forecasting metrics, and performance narratives for both technical and non-technical stakeholders.
• Manage the reporting request queue, define project scopes, and direct reporting initiatives, demonstrating strong leadership and ownership.

Required Qualifications:

• Bachelor's Degree in Computer Science, Information Systems, a related field, or equivalent relevant experience.
• 5-10 years developing reports and using business intelligence tools.
• Working proficiency with Business Intelligence (BI) Reporting, Oracle SQL, Splunk, and Data Analysis & Interpretation.

Preferred Qualifications:

• Experience with Salesforce Platform.
• Experience with various business intelligence tools (Python, PowerBI, Tableau, Dynatrace, CloudWatch).