Service Desk Senior Analyst

Accountabilities:

• Investigate and resolve escalated incidents and service requests requiring advanced technical analysis across endpoints, Microsoft 365, identity and access management, networking, remote access, and business applications.

• Perform Microsoft 365 administration, including Exchange Online, shared mailboxes, delegation, distribution lists, Teams, SharePoint permissions, OneDrive, and license management.

• Administer and troubleshoot endpoint management solutions, including Microsoft Intune, Windows Autopilot, and JAMF, covering device enrollment, application deployment, configurations, compliance, and approved remote device actions.

• Manage and troubleshoot Microsoft Entra ID and Active Directory, including role-based access, joiner–mover–leaver processes, security groups, conditional access, multifactor authentication, privileged identity management, and least-privilege controls.

• Diagnose complex issues involving Windows devices, mobile devices, printers, peripherals, VPN, remote access, applications, and network connectivity using logs and diagnostic tools.

• Handle BitLocker recovery, endpoint security, device compliance, encryption, and related security requests in accordance with approved policies and permissions.

• Own complex tickets through resolution, coordinating with engineering teams, application owners, client contacts, vendors, and other resolver groups while maintaining clear technical documentation.

• Support Priority 1 and Priority 2 incidents, including major incident communications, technical triage, recovery coordination, and post-incident follow-up.

• Review Level 1 escalations, provide technical coaching, validate troubleshooting quality, and identify opportunities to improve first-line resolution.

• Develop, maintain, test, and approve knowledge articles, runbooks, standard operating procedures, diagnostic guides, and self-service resources.

• Monitor service performance indicators, including recurring incidents, ticket backlogs, reopened cases, service-level performance, first-contact resolution, customer satisfaction, abandonment rates, and average speed of answer.

• Identify and implement approved automation, process improvements, monitoring integrations, and ticket-routing enhancements.

• Contribute to operational dashboards, monthly service reports, governance reviews, audit evidence, and technical performance discussions.

• Participate in change planning, service readiness, knowledge transfer, operational validation, and continuous improvement initiatives.

• Provide shift-based, after-hours, escalation, and on-call coverage as required, including support within a 24/7/365 operating environment.

Requirements:

• At least 3 years of progressive experience in Service Desk operations, desktop support, endpoint engineering, Microsoft 365 administration, or managed services.

• Demonstrated experience providing Level 2 technical support and resolving complex incidents across Microsoft 365, Windows endpoints, identity and access management, endpoint management, VPN, remote access, and enterprise applications.

• Hands-on experience with ServiceNow or a comparable IT Service Management (ITSM) platform.

• Practical knowledge of Microsoft Entra ID, Microsoft Intune, Windows Autopilot, Active Directory, Exchange Online, Microsoft Teams, SharePoint Online, and OneDrive.

• Experience managing endpoint security controls, device compliance, multifactor authentication, conditional access, encryption, role-based access, and least-privilege practices.

• Strong troubleshooting and analytical skills, with the ability to investigate complex technical issues and identify effective solutions.

• Excellent documentation and communication skills, with the ability to explain technical issues clearly and coordinate effectively with customers, stakeholders, and technical teams.

• Strong incident ownership, prioritization, and problem-solving abilities, including the capacity to work under pressure during critical incidents.

Benefits:

• Remote work arrangement.

• Full-time employment.

• Opportunities to contribute to enterprise-level IT operations and continuous improvement initiatives.

• Exposure to a broad range of Microsoft technologies, endpoint management platforms, and IT service management practices.

• Shift-based and on-call responsibilities within a 24/7/365 support environment.