Service Desk Analyst
Posted 1 week ago by Strategic Systems Inc
Negotiable
Undetermined
Remote
Remote
Summary: The Service Desk Analyst role involves providing Level 3 end-user desktop support across various locations, focusing on Windows, Exchange, and Office 365 environments. The position requires triaging support incidents, resolving technical issues, and collaborating with IT teams to meet service level agreements. Additionally, the analyst will engage in project work related to system installations and support. This role is primarily remote and may involve contract-to-hire opportunities.
Key Responsibilities:
- Provide Level 3 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
- Deliver world-class desktop support for client issues while responding to Level 1 and 2 service tickets, with potential for Tier 3 support work.
- Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
- Action daily midlevel to advanced infrastructure support incidents.
- Resolve incidents and requests related to Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents, and Password Resets.
- Execute basic system maintenance including software and operating system patching and software version upgrades.
- Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
- Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM).
- Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
- Creation and administration of user accounts on all group technology supported systems.
- Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements (SLAs) are being met.
- Contact third-party vendors for warranty service repair.
Key Skills:
- Minimum 2 years of end user support.
- Experience with Microsoft Operating Systems such as Windows 10, 11 and Microsoft Office 2010-2019, including exceptional experience with MS Office Suite and Office 365 installation and administration.
- Provide midlevel - advanced support and guidance to end-users on Office 365 applications and services.
- Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint.
- Basic PowerShell experience.
- Android/iOS configuration and troubleshooting.
- Familiarity with cyber-security concepts.
- Basic Networking knowledge including TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls.
- Experience with hardware troubleshooting (desktop/laptop, printer, mobile device).
- Excellent communication and customer service skills.
- Familiarity with file system support including permissions, sharing, backups and restores.
- Experience working with a service desk ticketing system.
- Experience troubleshooting file and print services.
Salary (Rate): £22.50 hourly
City: undetermined
Country: undetermined
Working Arrangements: remote
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Description From Employer:
Title: Service Desk Analyst
Location: Remote
Duration: 0 3 Months Contract/ Contract to Hire
Job Description:
- Provide Level 3 end-user desktop support to multiple users at multiple locations running Windows, Exchange, and Office 365 environments.
- "See the world through the eyes of the customer delivering world class desktop support for all client issues while responding to Level 1 and 2 service tickets. There is also the potential for Tier 3 support work in conjunction with a Senior Technician.
- Triage daily support incidents, desktop and light server troubleshooting, hardware and software installation, upgrades, and transformative projects.
- Action daily midlevel to advanced infrastructure support incidents
- Resolve incidents and requests related to, but not limited to the following: Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets to name a few.
- Execute basic system maintenance including software and operating system patching and software version upgrades.
- Provide support of Active Directory such as add/remove users, password resets and Group Policy application.
- Interface with common technology support tools such as Remote Monitoring and Management (RMM), Mobile Device Management (MDM)
- Project work for the installation & Support of Windows PCs & Servers, Azure & Microsoft 365, VMware & Cloud Migration Services.
- Creation and administration of user accounts on all group technology supported systems.
- Work closely with other IT teams to ensure swift ticket resolution and ensure Service level agreements ( SLAs ) are being met.
- Contact third-party vendors for warranty service repair.
Requirements:
- Minimum 2 years of end user support
- Microsoft Operating Systems such as Windows 10,11 Microsoft Office 2010-2019 along with Exceptional experience MS Office Suite including Office 365 installation and administration, configuration, and troubleshooting.
- Provide midlevel - advanced support and guidance to end-users on all aspects of Office 365 applications and services, including but not limited to Outlook, SharePoint, Teams, OneDrive, and Office Suite.
- Hands-on experience with Azure, Intune, OneDrive, Exchange online and SharePoint. With some expertise in Azure services.
- Basic PowerShell experience, e.g., copy/paste (not writing script)
- Android/iOS configuration, troubleshooting and potential integration with MDM solutions.
- Familiar with cyber-security concepts, e.g., Multi-Factor Authentication (MFA), Anti-virAnti-malware, Software Firewall, Web Filtering.
- Basic Networking: TCP/IP, LAN/WAN, DHCP, DNS, DFS, Routing, Switching and Firewalls. Along with understanding of networking concepts and security principles in Azure environments.
- Experience with hardware troubleshooting (desktop/laptop, printer, mobile device)
- Excellent communication and customer service skills with a strong ability to articulate technical information to non-technical people.
- Familiarity with file system support including permissions, sharing, backups and restores.
- Experience working a service desk ticketing system (ServiceNow, ConnectWise, Jira etc.)
- Experience troubleshooting file and print services.
Good To Have:
- Familiarity of ITIL, and ITIL best practices within an IT operations environment
- Certifications in AZ900, M365 fundamentals, ITIL V4
- Experience with Managed Service Providers (MSP)
- Experience with Market Data vendors, such as Bloomberg, Reuters, Factset