Senior Service Desk Analyst

About the role

A highly motivated Senior Service Desk Analyst will join our Service Desk Team, providing advanced technical support, troubleshooting complex IT issues, and mentoring junior analysts. This role ensures the efficient operation of IT services, resolves escalated incidents, and improves Service Desk processes while delivering exceptional customer service to internal employees and external clients.

Responsibilities

• Provide advanced Service Desk support for client IT incidents and requests, including M365 and O365 administration.
• Resolve basic virtual client issues, including virtual and physical endpoints (e.g., Citrix).
• Troubleshoot PC hardware and software errors, desktop peripherals, and Microsoft Azure-related incidents.
• Research, resolve, and respond to complex technical incidents received via phone, email, or submitted requests, following Standard Operating Procedures.
• Act as an escalation point for technical problems from junior analysts.
• Accept and log external and internal client calls, aiming for first-call resolution.
• Perform administration and support of virtual and physical endpoints using available system tools.
• Escalate incidents to appropriate technical teams for further troubleshooting and resolution.
• Track incident progress throughout the lifecycle to ensure closure within agreed Operation Level Agreements.
• Communicate incident status directly with clients, both internally and externally.
• Contribute to the Knowledge Base by updating existing articles and generating new ones.
• Assist with cross-training Service Desk team members as needed.

Requirements

• 3-4 years of experience working at a Service Desk in a medium-to-large operational environment supporting multiple clients and systems.
• Advanced understanding of Windows and Mac operating systems.
• Proficient knowledge of Active Directory tools and processes.
• Basic knowledge of networking frameworks.
• Network+, A+, or Security+ certification required.
• MS900 or AZ900 certifications preferred.
• ITIL v4 Foundations certification required.

Schedule

7 p.m. – 7 a.m., alternating weeks on Wednesday, Thursday, Friday, and Saturday.