Service Desk Analyst
Core
Manage and resolve customer issues and requests via phone, email, ticketing system, and in-person visits to ensure timely resolution within SLAs.
Role type
Level 2 Service Desk Analyst
Builds
IT support services for managed service customers
Domain
Managed Services / IT Operations
Required skills
incident management, ticket triage and escalation, remote desktop support, user account management, endpoint management, cloud infrastructure support, networking troubleshooting, backup and recovery, Microsoft 365 administration, Active Directory, Entra ID, Intune, AWS, Azure, Windows OS, VMware, Hyper-V, DNS, DHCP, VPN, Wi-Fi, Firewalls, Veeam, Commvault
Preferred skills
cloud and infrastructure engineering skills, continuous improvement mindset
Technologies
Microsoft 365, Active Directory, Entra ID, Intune, AWS, Microsoft Azure, Windows, VMware, Hyper-V, Veeam, Commvault
Responsibilities
Manage and resolve customer issues via phone, email, and ticketing systems; deliver empathetic responses; proactively follow up on issues; ensure SLA compliance; provide technical support and troubleshooting; triage and escalate tickets; create/modify user accounts and reset laptops remotely; attend client on-site visits; update documentation; collaborate with TechOps team
Seniority
Mid-level, hands-on IC