Service Desk Senior Analyst
Core
Provide advanced Level 2 technical support and resolve complex incidents across Microsoft 365, Windows endpoints, identity management, and networking in an enterprise IT environment.
Role type
Senior Service Desk Analyst (Level 2)
Builds
Secure, reliable, and high-performing digital workplace services
Domain
Enterprise IT Operations / Managed Services
Required skills
Microsoft 365 administration, Endpoint management (Intune, Autopilot, JAMF), Identity management (Entra ID, Active Directory), Incident management, ServiceNow, Troubleshooting, Automation, Documentation
Preferred skills
Shift-based support, On-call coverage, Coaching Level 1 analysts
Technologies
Microsoft 365, Microsoft Intune, Windows Autopilot, JAMF, Microsoft Entra ID, Active Directory, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, ServiceNow, BitLocker, VPN
Responsibilities
Investigate and resolve escalated incidents and service requests; Perform Microsoft 365 administration; Administer and troubleshoot endpoint management solutions; Manage and troubleshoot Microsoft Entra ID and Active Directory; Diagnose complex issues involving Windows devices, mobile devices, printers, peripherals, VPN, and network connectivity; Handle BitLocker recovery, endpoint security, and device compliance; Own complex tickets through resolution; Support Priority 1 and Priority 2 incidents; Review Level 1 escalations and provide technical coaching; Develop and maintain knowledge articles, runbooks, and SOPs; Monitor service performance indicators; Identify and implement automation and process improvements; Participate in change planning and continuous improvement initiatives.
Seniority
Senior, hands-on IC