Service Desk Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver exceptional End User Service Desk Support through phone, email, SMS, and chat channels.

• Oversee an open ticket queue that includes Incidents, Requests, Tasks, and Changes across various ticketing systems such as ServiceNow, FreshService, and Zendesk.

• Record all incoming and outgoing communications with customers, ensuring daily ticket follow-ups are documented in the appropriate ticketing system.

• Execute resets in platforms including Active Directory, Entra, Office 365 Admin, and Okta.

• Offer assistance with Multifactor Authentication, SSO Applications, and VPN technologies.

• Provide support for various industry-standard applications such as Veeva.

• Supply remote hardware assistance for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories.

• Manage Office 365 administration, including Distribution List (DL) Management and Shared Mailbox support.

• Oversee Adobe license management and user provisioning.

• Conduct Okta administration, focusing on user lifecycle management and application assignments.

• Handle SharePoint access management, including permissions, site access, and group memberships.

⛳️ Requirements

• CompTIA A+ certification or equivalent qualification.

• 2-3 years of increasing responsibility in a Technical Support role within an MSP or call center IT support setting.

• A minimum of 1 year of experience with Mac OS.

• Over 1 year of experience providing support to VIP or C-level executives.

• Familiarity with the ITIL framework.

• Proficient in supporting Microsoft 365 applications and M365 Admin.

• Experience with Microsoft SharePoint, particularly in access management.

• Knowledgeable in Active Directory and Microsoft Entra.

• Familiarity with the ServiceNow ticketing system; experience with other ticketing systems is a plus.

• Experience using remote access tools such as ConnectWise; other remote tools are an advantage.

• Competent in Okta administration.

• Skilled in remotely diagnosing and resolving Windows hardware and software break/fix issues.

• Technical expertise with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, and WiFi.

• Understanding of call center metrics and KPIs.

• Ability to multitask and thrive in a fast-paced environment.

• Capability to comprehend and follow intricate documentation.

• Strong technical troubleshooting abilities coupled with excellent customer service skills.

• Proficient verbal and written communication skills.

• A degree from a college or technology school is preferred.

🏝️ Benefits

• An equal opportunity employer dedicated to fostering diversity and inclusion within the workplace.

• Opportunities for professional development.