Service Desk Analyst II - Remote

Overview

The Service Desk Analyst II will deliver exceptional technology support experiences for employees, focusing on swift resolution of IT issues and proactive improvements.

In Short

• Deliver exceptional customer support to all employees.
• Achieve first-contact resolution for employee support interactions.
• Connect with employees via Slack and Zoom for real-time troubleshooting.
• Support onboarding and offboarding processes.
• Document solutions for common issues and share knowledge.
• Manage support requests and incident tickets using JIRA.
• Work independently in a fast-paced environment.
• Demonstrate strong communication skills.
• Contribute to team knowledge and process improvements.
• Possess a security-first mindset.

Requirements

• 3-5 years of experience in a Global IT Service Desk environment.
• Experience supporting Mac and Windows devices.
• Familiarity with SaaS-based environments.
• Proficient in troubleshooting various technologies.
• Experience with Jamf and/or Intune is a plus.
• Strong problem-solving skills.
• Ability to prioritize multiple tasks.
• Experience with high-priority escalations.
• ITIL mindset.
• Experience with scripting languages is desirable.

Benefits

• Opportunity to work in a dynamic and inclusive environment.
• Flexible working hours.
• Access to ongoing training and development.
• Engagement with a globally distributed team.
• Participation in a culture of innovation and collaboration.