Overview:
We are seeking a detail-oriented, technically proficient, and customer-focused Service Desk Analyst to join our team. This role is pivotal in managing service requests, delivering high-quality support, and contributing to process improvements. The ideal candidate will have a strong background in IT support, excellent communication skills, and a passion for delivering outstanding client experiences.

Key Responsibilities

• Service Request Fulfillment:
  Own and manage catalog requests including user/device onboarding and offboarding, access control (SharePoint, mail/calendar), conditional access policies, and software deployments.

• Remote End-User Support:
  Provide professional and friendly support via phone, email, and chat. Answer incoming calls and route appropriately.

• Case Ownership & Resolution:
  Take full ownership of cases and follow through to client-confirmed resolution. Escalate complex issues to engineering or specialist teams as needed.

• Efficiency & SLA Compliance:
  Maintain a fulfillment rate of 90%+ within defined SLAs. Prioritize tasks effectively in a high-volume ticket environment.

• Knowledge Base Contribution:
  Document support solutions and maintain accurate records of client environments. Contribute to internal knowledge base and process documentation.

• Automation & Process Improvement:
  Identify opportunities to automate repetitive tasks and streamline service delivery. Challenge the status quo and support cross-functional initiatives.

• Project Participation:
  Engage in assigned projects and provide off-hours on-call support as required.

Requirements & Qualifications

• Experience:
  2+ years in IT support, with demonstrated proficiency in Microsoft Windows 11, macOS, M365/O365, Microsoft Entra ID (Azure AD), VPNs, and mobile devices.

• Technical Skills:
  Strong troubleshooting skills with experience in DNS, DHCP, Microsoft Intune, Active Directory, Group Policy, and remote desktop tools. Familiarity with SCCM, JAMF, VOIP systems, and printer/peripheral support is a plus.

• Security & Messaging Tools:
  Exposure to Umbrella 365, Exchange, Defender, INKY, Proofpoint, and email authentication protocols (SPF, DMARC, DKIM).

• Communication:
  Superior written and verbal communication skills. Confident, empathetic, and professional phone presence.

• Client Focus:
  Passion for delivering exceptional client experiences. Adaptable in fast-paced environments and committed to continuous improvement.

• Team Collaboration:
  Collaborative team player with a proactive mindset. Willingness to share knowledge and stay cool under pressure.