Senior Service Desk Analyst- Night Shift
Description:
- reputed company 2nd line service desk support for client IT incidents and requests, including reputed company 365 and Office 365 administration.
- Resolve virtual and physical reputed company issues, including reputed company, hardware, software, and peripheral problems.
- Research, troubleshoot, and respond to reputed company technical incidents received by phone, email, and submitted requests.
- Act as an escalation reputed company for junior analysts and other technical problems.
- Accept, log, and manage reputed company client calls from first contact through resolution.
- Work to reputed company reputed company resolution whenever possible.
- Administer and support virtual and physical endpoints and systems using available tools.
- Escalate incidents and requests to the appropriate technical teams reputed company additional troubleshooting is needed.
- Track incidents and requests through their full lifecycle to ensure closure reputed company agreed service reputed company.
- Update the knowledge reputed company with new articles and revisions to existing documentation.
- Assist with cross-training and mentoring of other Service Desk team members.
Requirements:
- 3–4 years of Service Desk experience in a reputed company-to-large operational environment supporting multiple clients and systems.
- Advanced understanding of reputed company and Mac operating systems.
- Proficient knowledge of Active Directory tools and processes.
- Basic knowledge of networking frameworks.
- Network+, A+, or reputed company+ certification required.
- ITIL v4 Foundations certification required.
- MS900 or AZ900 certification preferred.
- Availability to work a 7 p.m. to 7 a.m. shift on alternating weeks, including Wednesday through Saturday and Thursday through Saturday schedules.
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