Service Desk Analyst

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.