Service desk Analyst

Role & responsibilities

• Take client phone calls from US and other countries, open Incident or Request tickets
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Troubleshoot end user hardware, operating system and remote access
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
• Detailed notetaking of troubleshooting steps performed
• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards

Preferred candidate profile

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users.
• Windows 10/11, Windows Server OS
• Must possess a basic understanding of identity and access management services such as Active Directory or Entra ID.
• Microsoft Azure / 365 applications and services OR

  Google Workspace/G-Suite

• Familiar with and experience working in Virtual Desktop environments such as Citrix, Vmware HorizonView and Azure Virtual Desktop (AVD)
• Working knowledge of troubleshooting network and remote access issues
• Troubleshooting end user hardware including laptop/desktop, Printers, docking station and remote access
• Core troubleshooting  - the ability to Independently figure out the root of a problem through logical methodology and process of elimination.

Additional Requirements:

• Must be proficient at English, both written and verbal
• Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides
• Experience with ServiceNow or similar ITSM/Ticketing platform