Service Desk Analyst

Role: Service Desk Analyst

Experience: 2-3 years

Work Mode: REMOTE

JD:

Responsibilities

• Provide white-glove, End User Service Desk Support via phone, email, SMS, and chat.

• Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.

• Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system.

• Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta.

• Perform uninstall/reinstall of approved software applications to devices.

• Provide support for Multifactor Authentication, SSO Applications and VPN technologies.

• Support various industry standard applications such as Veeva.

• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.

• Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.

• Manage Adobe license administration and user provisioning.

• Perform Okta administration including user lifecycle management and application assignments.

• Manage SharePoint access including permissions, site access, and group membership.

Onboarding and offboarding of clients employee via AD, Entra, or other supplied software

Required Skills

• CompTIA A+ certification or equivalent.

• 2–3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.

• 1+ year Mac OS experience.

• 1+ year of supporting VIP or C level executives

• Understand of the ITIL framework

• Experience supporting Microsoft 365 applications and M365 Admin

• Experience with Microsoft SharePoint from and access management

• Experience with Active Directory and Microsoft Entra.

• Experience with ServiceNow ticketing system; additional ticketing systems are a plus.

• Experience with remote access tools such as ConnectWise. Additional remote tools are a plus.

• Experience with Okta administration.

• Experience remotely troubleshooting Windows hardware and software break/fix issues.

• Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.

• Understanding of call center metrics and KPIs.

• Ability to multi-task and experience working in a fast-paced environment.

• Ability to follow and understand complex documentation

• Strong technical troubleshooting and customer service skills.

• Strong verbal and written communication skills.

• College or technology school degree preferred