Senior Service Desk Analyst

POSITION DESCRIPTION DCJF12-Technical Specialist POSITION TITLE:Technical Specialist LOCATION: Digital Campus LAST PD UPDATEDJuly-26 Being the global leader in international education services, for more than 50 years IDP has been the pioneer in this sector, specializing in combining human expertise with leading technology to help people reach their global ambitions. Operating in more than 50 countries around the world, IDP values and celebrates diversity, fostering a safe and inclusive workplace. IDP Education Ltd is the proud co-owner of IELTS (International English Language Testing System), the worlds most popular high stakes English language proficiency test. To learn more about us and our various service lines, please visit https://www.careers.idp.com/what-we-do If you share our passion for helping people to pursue their dreams through education and thrive in aninnovative, agile digital culture,then come and join us as we undergo our digital revolution. POSITION PURPOSE At IDP Education, we are transforming IT support through intelligent automation, AI-driven service delivery, and exceptional employee experiences. As a Technical Specialist, you will serve as a senior technical escalation point within the Service Desk function, resolving high-impact and complex incidents across enterprise applications, infrastructure, and digital workplace technologies. The role combines advanced technical troubleshooting, AI quality assurance, continuous service improvement, and operational leadership. You will identify trends, eliminate recurring issues through problem management, strengthen knowledge management practices, and drive automation and shift-left initiatives. Additionally, you will mentor and coach Service Desk Analysts to improve technical capability, service quality, and user experience across global operations. This role is ideal for a highly experienced support professional with strong analytical, technical, and stakeholder management skills who is passionate about leveraging AI and automation to modernize support services. RESPONSIBILITIES Advanced Incident & Problem Management Act as the primary escalation point for high-priority, complex, and business-critical incidents. Perform advanced troubleshooting across applications, identity and access management, Microsoft 365, endpoint technologies, networks, and enterprise services. Lead incident diagnosis, root cause analysis, and permanent resolution planning. Collaborate with L2/L3 teams, vendors, and business stakeholders to drive incident resolution. Identify recurring issues and implement preventive measures through proactive problem management. Support Major Incident Management activities and contribute to post-incident reviews. AI Quality Assurance & Decision Validation Validate the accuracy and effectiveness of AI-generated recommendations, responses, and resolutions. Perform rigorous testing of AI-enabled service management capabilities and virtual agents. Monitor AI decision quality and identify gaps, risks, and improvement opportunities. Evaluate AI service outcomes and recommend enhancements to improve user experience and operational efficiency. Establish feedback loops to continuously improve AI-assisted support processes. Knowledge Management & Shift-Left Enablement Drive Knowledge-Centered Service (KCS) practices across the Service Desk. Create, review, and maintain high-quality knowledge articles, troubleshooting guides, and standard operating procedures. Identify opportunities to shift activities from L2/L3 teams to Service Desk through documentation, training, and automation. Promote self-service adoption through knowledge portals, virtual agents, and AI-powered support channels. Automation & Continuous Improvement Identify and implement automation opportunities to eliminate repetitive tasks and improve operational efficiency. Partner with platform teams to develop workflows, automations, and self-healing capabilities. Leverage ServiceNow, Power Platform, AI tools, and other technologies to enhance support delivery. Analyze service trends, ticket patterns, and operational metrics to drive continuous improvement initiatives. Coaching & Leadership Provide technical coaching and guidance to Service Desk Analysts and junior engineers. Conduct case reviews, knowledge-sharing sessions, and troubleshooting workshops. Support onboarding and capability development for new team members. .