Service Desk Analyst

Role: Service Desk Analyst
Experience: 2-3 years
Work Mode: REMOTE
JD:
Responsibilities
• Provide white-glove, End User Service Desk Support via phone, email, SMS, and chat.
• Manage an open ticket queue including Incidents, Requests, Tasks and Changes across multiple ticketing systems such as ServiceNow, FreshService and Zendesk.
• Document all incoming and outgoing communications with all customers, including daily ticket follow-ups in the respective ticketing system.
• Perform resets in systems such as Active Directory, Entra, Office 365 Admin and Okta.
• Perform uninstall/reinstall of approved software applications to devices.
• Provide support for Multifactor Authentication, SSO Applications and VPN technologies.
• Support various industry standard applications such as Veeva.
• Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.
• Administer Office 365 including Distribution List (DL) Management and Shared Mailbox support.
• Manage Adobe license administration and user provisioning.
• Perform Okta administration including user lifecycle management and application assignments.
• Manage SharePoint access including permissions, site access, and group membership.
Onboarding and offboarding of clients employee via AD, Entra, or other supplied software
Required Skills
• CompTIA A+ certification or equivalent.
• 2–3 years of progressive experience in a Technical Support role with an MSP or call center IT support environment.
• 1+ year Mac OS experience.
• 1+ year of supporting VIP or C level executives
• Understand of the ITIL framework
• Experience supporting Microsoft 365 applications and M365 Admin
• Experience with Microsoft SharePoint from and access management
• Experience with Active Directory and Microsoft Entra.
• Experience with ServiceNow ticketing system; additional ticketing systems are a plus.
• Experience with remote access tools such as ConnectWise. Additional remote tools are a plus.
• Experience with Okta administration.
• Experience remotely troubleshooting Windows hardware and software break/fix issues.
• Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.
• Understanding of call center metrics and KPIs.
• Ability to multi-task and experience working in a fast-paced environment.
• Ability to follow and understand complex documentation
• Strong technical troubleshooting and customer service skills.
• Strong verbal and written communication skills.
• College or technology school degree preferred

Work arrangement
Yes