Sr. Analyst, End User Support

Provide L2 Service Desk support by handling client calls, managing incident/request tickets, troubleshooting end-user, hardware, OS, and cloud issues, and acting as an escalation point for L1. The role includes User and Identity Access Management, support for Microsoft 365, Azure services, Windows OS, and Google Workspace, and working with ITSM tools like ServiceNow while following SOPs and documenting resolutions. Ideal candidates have 5–6+ years of enterprise help desk experience with strong troubleshooting and communication skills.

Responsibilities:
• Take client phone calls from US and other countries, open Incident or Request tickets
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
• Triage and troubleshoot complex end user support issues
• Act as escalation resource for the L1
• Perform complex User Account Management (UAM) and Identity Access Management (IAM)
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Troubleshoot end user hardware, operating system and remote access
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
• Detailed notetaking of troubleshooting steps performed
• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards

Skill & Experience:
• 5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level
• Prior experience with G Suite / Google Workspace is mandatory.
• Excellent troubleshooting and problem resolution skills
• Ability to think and act independently when faced with a new or undocumented issue
• Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications.
• Windows 10/11 OS
• Adept with the following Microsoft admin centers and able to complete basic tasks without guidance:
• 365 Admin Center
• Exchange Admin Center
• Entra Admin Center
• Intune Admin Center
• Working knowledge and understanding of the following Azure Services:
• Privileged Identity Management (PIM)
• Entra ID
• Azure Virtual Desktop
• Compute Infrastructure | Virtual Machines
• Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive,Teams.
• Virtual Desktop topology & support
• Advanced troubleshooting -ability to determine root cause without assistance or documentation
• Clear and concise communicator
• Confident and able to perform all of the above with little to no need for guidance

Additional Requirements:
• Must be proficient at English, both written and verbal
• Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides
• Experience with ServiceNow or similar ITSM/Ticketing platform