Agentic Workplace Experience Service Desk Analyst
Core
First-line technology support and AI enablement for employees' digital workplace experience.
Role type
Service Desk Analyst (AI-enabled workplace)
Builds
Modern, secure, AI-enabled digital workplace services
Domain
IT Support / Digital Workplace / AI Tools
Required skills
troubleshooting, diagnostic skills, problem-solving, Microsoft 365 (Teams, OneDrive, SharePoint, Exchange), endpoint management (Intune, Autopilot, MDM, MAM), workplace security (Active Directory, Azure, MFA, BitLocker, Defender), AI tools (Copilot, Claude, Gemini, Power Apps, Power Pages), ITSM/ticketing platforms
Preferred skills
Dynamics 365, Microsoft Teams Rooms, PaperCut, Kiteworks, workplace technology projects, executive stakeholder support, AI adoption initiatives
Technologies
Microsoft 365, Microsoft Intune, Autopilot, Active Directory, Azure, Microsoft Defender, Microsoft Copilot, Claude, Gemini, Power Apps, Power Pages, Dynamics 365, Microsoft Teams Rooms, PaperCut, Kiteworks
Responsibilities
Act as first point of contact for technology support via chat, email, phone, remote access, and face-to-face; Diagnose and resolve hardware, software, device, access, and collaboration issues; Support implementation and operation of workplace technologies and security controls; Help employees adopt AI and automation tools; Contribute to workplace engineering and technology initiatives; Collaborate with engineering and UX teams to deliver reliable services; Identify recurring issues and recommend service improvements
Seniority
Individual Contributor, mid-level