We are seeking an experienced Senior Service Desk Analyst to provide advanced IT support and act as the escalation point for complex technical issues. You will support Microsoft 365, Azure, Windows Server, networking, security, and endpoint environments while mentoring junior analysts and ensuring high-quality service delivery.
Key Responsibilities:
* Serve as the main escalation point for complex 1st line and service desk issues.
* Deliver advanced remote support across Microsoft 365, Azure, Windows Server, networking, and endpoint devices.
* Monitor and maintain client systems, ensuring SLA compliance and minimal downtime.
* Lead incident, problem, and request management for escalated tickets, performing root cause analysis and documentation.
* Mentor and support junior analysts, providing guidance and knowledge sharing.
* Maintain accurate technical documentation, knowledge base articles, and client configuration records.
Required Skills & Experience:
* Proven service desk experience with end-user support and troubleshooting.
* Strong knowledge of ITIL processes and ticketing systems.
* Hands-on experience with Microsoft 365, Azure AD, Windows Server, LAN/WAN, VPNs, firewalls, Wi-Fi, and endpoint management.
* Excellent problem-solving, communication, and analytical skills.
* Familiarity with VoIP, cloud telephony, and remote support tools.
Desirable:
* PowerShell scripting, MacOS/iOS/Android support, virtualization (VMware, Hyper-V).
* Backup/DR solutions experience (Veeam, Datto, Azure Backup).
* IT certifications (Microsoft Modern Desktop Administrator, Azure Fundamentals).
* Knowledge of cybersecurity standards (ISO 27001, Cyber Essentials).
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