IT Servie Desk Analyst

This is a remote position.

Role Description

The IT Service Desk Analyst- provides timely, professional technology support to employees experiencing hardware, software, network, telephone, access, and other technology-related issues. This role is responsible for troubleshooting and resolving support requests, imaging and configuring desktop and laptop equipment, supporting Microsoft 365 and related systems, and documenting work in accordance with Service Desk standards and SLA requirements. The role requires strong customer service, sound problem-solving skills, technical aptitude, and the ability to learn and support evolving technologies such as Microsoft Intune.

Responsibilities

·       Answer, evaluate, document, and prioritize requests for assistance from employees experiencing hardware, software, networking, telephone, access, and other technology-related issues.

·       Troubleshoot and resolve incidents and service requests in accordance with Service Desk procedures, escalation paths, and SLA requirements.

·       Image, configure, deploy, and support desktop and laptop equipment to company standards, ensuring proper installation of operating systems, applications, security tools, and required configurations. . If required by the USA or UK Service Desk teams when assigned

·       Communicate clearly and professionally with customers, providing status updates and appropriate follow-through until issues are resolved to satisfaction.

·       Manage file and print resources and provide support for other user-based technology resources.

·       Perform basic Microsoft Exchange and Microsoft 365 administration tasks, including mailbox creation, permissions management, and user support.

·       Provide desktop support for Microsoft Office products and standard business applications.

·       Maintain accurate ticket notes, resolutions, asset details, and knowledge base documentation for installation, configuration, deployment, and maintenance procedures.

·       Set up, support, and troubleshoot mobile devices using Microsoft Intune Mobile Device Management (MDM).

·       Perform Active Directory tasks such as creating users and groups, managing group membership, and supporting access-related requests.

·       Promote information security awareness by following company security policies, protecting company systems and data, and escalating potential security concerns as appropriate.

·       Review and prioritize all P1/urgent tickets created that day and assigned by the USA team, then hand-over any P1/urgent tickets received during the shift to the UK Service Desk.

·       Perform other job duties as assigned.

Requirements

Technical Skills

·       Excellent customer service skills and the ability to support users with varying levels of technical knowledge.

·       Ability to work effectively in a team environment as well as independently.

·       Ability to learn new processes, systems, and technologies quickly.

·       Excellent written and verbal communication skills.

·       Strong problem-solving, troubleshooting, and critical thinking skills.

·       Basic knowledge of TCP/IP, LAN, and WAN network topology and design.

·       Ability to prioritize work, manage multiple requests, and follow through on commitments.

• Active Directory (create, modify, disable users & groups)
  
• Microsoft 365 / Exchange (mailboxes, access)
  
• Identity & Access Management (IAM) principles
  
• Ticketing systems
  
• Basic Windows OS & application support
  
• Hardware & asset management (laptops, peripherals) life cycle
  

Soft Skills

• Clear communication (technical & non-technical users)
  
• Attention to detail (critical for access control)
  
• Time management & prioritization
  
• Customer service mindset
  
• Problem-solving & troubleshooting
  
• Ability to follow processes accurately
  

Qualifications

·        Experience supporting Windows devices, Microsoft Office products, Microsoft 365, Active Directory, Exchange, and Microsoft Intune.

·        Experience with Dialpad, or other Voice over IP systems preferred.

·        Experience using an IT service management or ticketing system preferred.

• ITIL® 4 Foundation
  

• Microsoft Certified: Azure Fundamentals (AZ-900)
  
• Microsoft 365 Fundamentals (MS-900)
  
• Service Desk & Support Certifications
  
• CompTIA A+
  
• CompTIA ITF+
  
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)
  
• Microsoft Certified: Identity and Access Administrator Associate (SC-300)