Service Desk Analyst

Overview

Service Desk Analyst

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.