Service Desk Analyst
Service Desk Analyst
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Job Description
Overview:
We are seeking a detail-oriented technically proficient and customer-focused Service Desk Analyst to join our team. This role is pivotal in managing service requests delivering high-quality support and contributing to process improvements. The ideal candidate will have a strong background in IT support excellent communication skills and a passion for delivering outstanding client experiences.
Key Responsibilities
Service Request Fulfillment:
Own and manage catalog requests including user/device onboarding and offboarding access control (SharePoint mail/calendar) conditional access policies and software deployments.Remote End-User Support:
Provide professional and friendly support via phone email and chat. Answer incoming calls and route appropriately.Case Ownership & Resolution:
Take full ownership of cases and follow through to client-confirmed resolution. Escalate complex issues to engineering or specialist teams as needed.Efficiency & SLA Compliance:
Maintain a fulfillment rate of 90% within defined SLAs. Prioritize tasks effectively in a high-volume ticket environment.Knowledge Base Contribution:
Document support solutions and maintain accurate records of client environments. Contribute to internal knowledge base and process documentation.Automation & Process Improvement:
Identify opportunities to automate repetitive tasks and streamline service delivery. Challenge the status quo and support cross-functional initiatives.Project Participation:
Engage in assigned projects and provide off-hours on-call support as required.
Requirements & Qualifications
Experience:
2 years in IT support with demonstrated proficiency in Microsoft Windows 11 macOS M365/O365 Microsoft Entra ID (Azure AD) VPNs and mobile devices.Technical Skills:
Strong troubleshooting skills with experience in DNS DHCP Microsoft Intune Active Directory Group Policy and remote desktop tools. Familiarity with SCCM JAMF VOIP systems and printer/peripheral support is a plus.Security & Messaging Tools:
Exposure to Umbrella 365 Exchange Defender INKY Proofpoint and email authentication protocols (SPF DMARC DKIM).Communication:
Superior written and verbal communication skills. Confident empathetic and professional phone presence.Client Focus:
Passion for delivering exceptional client experiences. Adaptable in fast-paced environments and committed to continuous improvement.Team Collaboration:
Collaborative team player with a proactive mindset. Willingness to share knowledge and stay cool under pressure.
Required Experience:
IC
Employment Type
Full Time
