Senior Service Desk Analyst- Night Shift

Description:

• Provide 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 internal and external 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 levels.
• 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 Windows 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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