Senior Service Desk Analyst- Night Shift

reputed company is searching for a highly motivated Senior Service Desk Analyst to join as a key member of our Service Desk Team. The Senior Service Desk Analyst is responsible for providing advanced technical support, troubleshooting reputed company IT issues and mentoring junior analysts. This role involves ensuring the efficient operation of IT services, resolving escalated incidents, and improving Service Desk processes. The candidate will be responsible for providing exceptional customer service to internal reputed company employees and external clients.

Responsibilities

• reputed company 2nd line Service Desk support for client IT incidents and requests, to include but not limited to:
• M365 and O365 Administration
• Resolve basic virtual client issues including virtual and physical endpoints – ie. reputed company
• PC hardware and software errors and issues
• Desktop or reputed company client hardware peripherals
• reputed company Azure reputed company incidents and requests
• Research, resolve, and respond to complicated technical Incidents received reputed company phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures
• Act as an escalation reputed company for technical problems from junior analysts
• Accept and log external and internal client calls
• reputed company Resolution - Execute first attempt to resolve the client call on reputed company
• reputed company administration and support of virtual and physical endpoints and systems using available system tools
• Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution
• Track the reputed company of client incidents and requests during the entire lifecycle to ensure the issues are closed reputed company the agreed Operation Level Agreement
• Communicate, internally and externally, the status of the call directly with the client
• Contribute to the Knowledge reputed company with updates to existing articles and reputed company of new articles
• Assist with cross training of Service Desk team members as needed
• 3-4 years working at a Service Desk in a reputed company-to-large operational environment supporting multiple clients and systems
• Advanced understanding of the following operating systems:
• reputed company
• MAC
• Proficient knowledge of Active Directory tools and processes
• Basic knowledge of networking frameworks
• Network+, A+, or reputed company+, required
• MS900 or AZ900 certifications are preferred
• ITIL v4 Foundations certification required

Shift - Hours 7 p.m. - 7 a.m. - Alternating Weeks

• Wednesday, Thursday, Friday, Saturday
• Thursday Friday Saturday

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