Senior Service Desk Analyst

Job Summary

Providing advanced technical support on a night shift basis, the full-time Senior Service Desk Analyst will troubleshoot complex IT issues, mentor junior analysts, and ensure efficient IT service operations remotely.

Key responsibilities

• Deliver 2nd line Service Desk support for client IT incidents and requests, including M365 and O365 administration, and resolving virtual client issues
• Research and respond to complicated technical incidents, acting as an escalation point for junior analysts
• Track and communicate the status of client incidents throughout their lifecycle to ensure timely resolution

Required qualifications

• 3-4 years of experience in a Service Desk role within a medium-to-large operational environment
• Advanced understanding of Windows and MAC operating systems
• Proficient knowledge of Active Directory tools and processes
• Basic knowledge of networking frameworks; Network+, A+, or Security+ certifications required
• ITIL v4 Foundations certification required; MS900 or AZ900 certifications preferred