We are seeking a highly skilled and experienced Senior Service Desk Analyst to join our team.
Job Description
The successful candidate will act as the escalation point for complex incidents and service requests, handling higher-tier support, and contributing to the overall efficiency of the service desk.
The role involves troubleshootng and resolving escalated Level 2 Incidents and Service Requests involving desktop hardware, operating systems, mobile devices, and core business applications.
The ideal candidate will have strong knowledge of Microsoft Ecosystem, including hands-on experience with Microsoft 365, Azure AD, Exchange Online, Teams, SharePoint, and related admin portals.
A proven ability to resolve complex issues across desktop, network, and application environments is essential, as well as a strong understanding of Incident, Service Request, and escalation processes in line with ITIL standards.
Key Responsibilities
* Troubleshoot and resolve escalated Level 2 Incidents and Service Requests involving desktop hardware, operating systems, mobile devices, and core business applications.
* Support a range of technologies commonly used in MSP environments, including Microsoft 365, Exchange Online, Teams, SharePoint, Active Directory, Azure AD, VPN, remote desktop services, and endpoint security platforms.
* Perform advanced troubleshooting for network-related issues such as connectivity failures, DNS, DHCP, Wi-Fi configuration, and VPN problems.
* Provide support for remote access tools and platforms, imaging and deploying new devices, performing user account administration, and managing group policies and permissions.
* Act as an escalation point for Service Desk Analysts, guiding them through resolution steps, assisting with tickets outside their scope, and ensuring best practices are followed for ticket documentation and escalation.
* Continuously identify opportunities to improve support efficiency by refining Service Desk procedures, automating repetitive tasks, and proactively suggesting process or technology enhancements.
Requirements
* Advanced Technical Troubleshooting - Proven ability to resolve complex issues across desktop, network, and application environments.
* Strong Knowledge of Microsoft Ecosystem - Hands-on experience with Microsoft 365, Azure AD, Exchange Online, Teams, SharePoint, and related admin portals.
* Networking Fundamentals - Understanding of TCP/IP, DNS, DHCP, VPNs, and remote access technologies.
* Ability to identify recurring issues, perform root cause analysis, and collaborate with relevant teams and Problem Management to implement long-term fixes.
* Understanding of Incident, Service Request, and escalation processes in line with ITIL standards.
* Strong ability to manage tickets in an ITSM tool with clear and detailed documentation.