Job Description:
At our organization, we're committed to exceeding expectations. Recognized as a great place to work and one of the best medium-sized workplaces, with an outstanding employee Net Promoter Score (eNPS), we're on a mission to redefine customer experience.
The IT Service Desk Analyst will ensure secure and timely management of user identities and access across Active Directory, Entra ID, and Microsoft 365 environments.
* Create, modify, and disable user accounts in Active Directory and Entra ID.
* Manage group memberships and permissions based on role-based access controls.
* Handle onboarding/offboarding tasks and related checklists.
* Perform information updates such as name, department, or manager changes.
* Troubleshoot and resolve issues related to mail flow, distribution groups, shared mailboxes, and calendar sharing.
* Implement mailbox permissions, forwarding, and aliases.
* Support Exchange Online configurations and identity synchronization.
* Manage licensing and provisioning through Microsoft 365 Admin Center and PowerShell (if applicable).
* Assist with Multi-Factor Authentication configurations and self-service reset tools.
* Monitor access policies, conditional access, and compliance rules.
* Escalate security risks or anomalies related to identity or email.
* Deliver excellent customer service via ticketing system, phone, and email.
* Document processes, resolutions, and client-specific procedures.
* Participate in internal knowledge-sharing and process improvement discussions.